Viewing your assigned, requested, and CC tickets in your Support profile

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  • Josi Handley

    Is it possible for an Admin to remove a end-user who is CC'd on several ticket using a bulk update or process?  The end-user whom is no longer in the position requiring ticket monitoring does not want to get notifications every time there is an update to a ticket they are CC'd.

    Thank you 

  • Dave Dyson

    HI Josi,

    Unfortunately, I don't think there's an easier way than going through the list of tickets the user is CC'd on (and based on the location of this comment, I looks like you've found how to see those), and editing each one individually. Although it is possible to make certain changes to multiple tickets from this list via Bulk Actions (click on multiple checkboxes at the left-hand side of the tickets list, then click the dark "Edit X ticket(s)" button that appear above the list), CC's are not a field that can be changed this way. And although macros can be applied this way, macros can only be used to add CC's, not remove them.

    If you'd like to leave product feedback about your need for this, here's the place to do that: Feedback on Support
    We've got an pinned article there on how to write an effective feedback post: Product feedback guidelines & how to write a good feedback post

    Sorry I don't have a better answer for you!

  • Haley Webb

    Hi. Is there a way to customize the columns of the tickets on this view? I can't easily find this among configuration parameters.

  • Joyce Gianan

    Is there a way for us to pull a report when an agent opened or viewed a ticket assigned to them for the first time?

  • Dane
    Zendesk Engineering
    Hi Joyce,
    As it turns out, it will not be possible to extract the data for the events where the ticket was just opened the first time. They will need to perform an update on the ticket first for a timestamp to be recorded.

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