Understanding suppression of CCs email notifications

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  • CJ Johnson

    What does -- mean in this chart? What are these columns representing? Why do some rows include an outcome and others do not? I feel like a bunch of labels are missing or something. I cannot figure out how to interpret this at all. 

    Does that first row mean if MECFCEUP (Make Email Comments From CC'd End-Users Public) is enabled, and the requester updates the ticket via an email, a trigger that would send the requester and cc's an email notification (example: "Hi, thanks for replying, our datacenter is being swarmed by bees so our reply times are pretty long right now, hang in there!" and keeps the ticket open) would NOT fire the email notification for the trigger, because "Everyone who would receive the notification already received the email that updated the ticket"? 
    That's the logical conclusion from this chart, but surely that cannot be right. 

  • Sabra
    Zendesk Customer Care

    Hey CJ! We are working on updating the layout of this article in order to make the information in the table easier to understand. 

    If you look at each column individually (aside from the first one), the words in each cell of the column is the same. The column is meant to represent the characteristic of the situation. If the cell has a -- in it, then that characteristic does not apply to that situation. 

    The idea is that you can use the table to compare different scenarios, but it certainly is not the most intuitive!

    If looking at the first row, then the Email user + requester and CCs action in triggers and automation is suppressed when:

    • Make email comments from CCed end users public is enabled
    • The ticket is being updated (not created) via email.
    • The author of the email is a requester or CC
    • Everyone who would receive the notification already received the email that updated the ticket.

    So, in the example situation that you provided, you are correct: the email notification would be suppressed. If you would like to see this work differently, I would recommend posting your feedback to our Feedback for Support page for our product managers to review and other community members to see.

  • Rickard Läckgren


    I've been trying to understand this Suppression rule for days now... my case is that I want to use {{ticket.comments_formatted}} when the endusers sends us an email, his/hers reply that a ticket was created should include what they wrote to us. The placeholder works fine when we use "notify when comment" and "notify when solved", also if we create a ticket manually the placeholder works. But when the enduser sends us an email directly they dont get a copy of what the question was.

    We dont have helpcenter active right now, we do have "Anyone can submit a ticket" enabled.

    What are we missing? The trigger works, its just the placeholder thats not working.

    We've also tried using {{ticket.description}}.

  • Dan Borrego
    Zendesk Customer Care
    Hi Rickard,
    Thank you for your question!
    As what you are describing will involve some further investigation, I will need to take a look at your account.
    I am creating a ticket for that, and we will move this conversation there.
    Thanks for your understanding,
  • Jürgen Wagenbach


    We have added a quite simple trigger that an e-mail is sent to the requester when a new ticket is create, see below:

    This trigger works quite well in most cases but very sporadically had not been executed. We tried to figure out the reason for that. It seems to be that the trigger is not processed in case the ticket is created by a mail request and the original mail holds the same "From" (= requester) mail address as present on the mail's "cc:" list too. I guess that this is one of Zendesk system's inborn rules which suppresses trigger's execution. 

    In fact it might not make much sense if a requester puts his own mail address on the cc: list. It just seems to be a fact that some users like to do so. Perhaps to ensure that the mail had been actually sent out by their mail system. They still expect to get a reply by the Zendesk ticketing tool in addition then which is not a fact in case "from" and "cc:" holds identical mail addresses ;-(.

    Can you confirm our observed trigger resp. notification behavior is caused by Zendesk's inborn rules?



  • Dane
    Zendesk Engineering
    Hi Jürgen,
    Due to this behavior, I'll create a ticket for you. Please wait for my update via email and let's start from there.

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