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Can I use triggers to automatically CC end users?



image avatar

Brett Bowser

Zendesk Community Manager

Edited Aug 09, 2024


-1

18

18 comments

You can, but it's a bit of a smelly workaround.  

Set up an HTTP target in the Extensions menu:

 

Then set a trigger to notify the target and add the JSON below:

 

{
"ticket": {
"additional_collaborators": [{"user_email": "Email address goes here", "action": "put"
}]
}
}

Simples! 

...but dirty.

 

0


Hey Richard, 

I'm trying your work around but it doesn't ever seem to update the CC's with my user that I am trying to add. 

What is the endpoint parameter you're using in the screenshot? I am assuming it's {{ticket.id}} but.. i'm not able to get it to update. 

I am also trying to manually update through postman with the direct ticket ID to test the JSON - the call goes through with a 200 but no actual updates.. 

Though I'm wondering if they closed that gap since it's only supposed to be agents that are able to be added via automation? Any extra help you can offer would be awesome. I have a customer that needs one of their users CC'd on all their tickets. And the zendesk option of opening them up to the rest of the org doesn't work because they don't use the portal.. they only operate through email with us. 

0


image avatar

Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

1


Thanks Heather... That doesn't seem to be working either. Still getting 200 but no updates to the ticket. 

BUT - 

I did get it to work with the following:
I set the HTTP target endpoint to 
https://YOURSUBDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}

the body of the trigger I used was:

{
"ticket": {
"additional_collaborators": [ user id, "user email", { "name": "user name", "email": "user email" } ]
}
}

This created my new ticket and automatically added the end user as a CC

2


image avatar

Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Morgan McCallum

Thank you so much for circling back with that! Very cool.

0


image avatar

Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Morgan McCallum

I was just reminded that HTTP is being deprecated... have to move to webhooks. Here's what to do to set something up for Auto Private Comments:

Set up the webhook at https://YOURDOMAIN.zendesk.com/admin/apps-integrations/webhooks/webhooks

endpoint
https://YOURDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}

Set up a trigger with an Action at the bottom with Notify Webhook

PUT

{
 "ticket": {
  "comment": {
   "body": "TEST PRIVATE COMMENT",
   "public": false
   }
 }
}

The webhook test didn't go through for me, but when I set up the trigger it was good to go (?)

Happy Zendesking!

0


Heather Rommel

bit of a dumb question but if i use the trigger body morgan has wrote:

 

{
"ticket": {
"additional_collaborators": [ user id, "user email", { "name": "user name", "email": "user email" } ]
}
}

how would i add multiple end users using this statement

0


I was able to achieve (almost) the same (but for 2+ users in the cc) with the Webhook target URL:

Description: Use the API for tickets
Method: PUT
{
    "ticket": {
        "comment": {
          "body": "cc customer predefined emails when XYZ\nIMPORTANT:please verify the following emails in cc.\n tomer@glad.com willy.dont.com",
            "public": false
        },
        "email_ccs": [{
                "action": "put",
              "user_email": "tomer@glad.com"
            },
            {
                "action": "put",
              "user_email": "willy.dont.com"
          }
                ]
    }
}

 

0


The webhook method works well for me adding a CC to a ticket on creation, but the newly-added CC does not automatically get the first notification that a ticket has been created.  I believe it's the way the triggers get processed.  I had to add a tag in the same trigger as the webhook, then add a new trigger that looks for Ticket->Updated and that tag present to send the requester and CC the notification that a ticket was created.  It also removes the tag.

1


image avatar

Amy Gracer

Community Moderator

I'm new to webhooks, and therefore a bit lost by the comments in this conversation when not everything everyone tried worked.

Has anyone put together a step by step for automatically cc'ing end users on tickets? It seems like this would be a feature lots of folks would want. 

Thank you so much to anyone who can assist!

1


image avatar

Zsa Trias

Zendesk Customer Care

Hello Amy,

There isn't a trigger action to automatically add end-users as CCs/followers, but here's a workflow you may want to try: Workflow recipe: Notifying External Email Addresses

0


I need specifically to be able to add an End User as a CC on a ticket, because there are certain functions of the ticketing system that completely break if non-CC'd users communicate on tickets they're not CC'd on.  For instance:

We have a decision-maker subscribed to all ticket emails.  She responds to a ticket without checking in the portal that it's closed.  Her email generates a Follow-Up, her response becomes an Internal Note, and the Follow-Up is opened with the original ticket Requesters/CC's. We then have to manually add her as a CC.  This is only one example of how the ticket flow doesn't really "care" about non-CC'd responders.

She now has to check the portal for the status of the ticket before she communicates on it, which isn't the end of the world, but it adds overhead for her.  Being able to add her as a CC would lower overhead for both her and us.

0


Want to chime in as yet another customer who would love this feature.

Any update on where it is in the roadmap?

0


Tomer Ben Arye - Just wanted to pop a comment and say thanks for your suggestion, this works like a charm. 

0


image avatar

Shawna James

Community Product Feedback Specialist

Hey Katherine, thank you so much for taking the time to provide us with your feedback here. It seems like you have product feedback for the team, I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. Please note we do not share our product roadmaps publicly. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

0


Unfortunately, you can only use one trigger per user.

0


I need this feature. There are much cheaper systems with far fewer features that can do this.

1


@image avatar

Arick Hauschild

Here is a sample step I used and it works.

Step 1:

Create a webhook with POST
Endpoint URL == https://{domain}.zendesk.com/api/v2/tickets/{{ticket.id}}

  • Method  == PUT
  • Authentication == Basic
  • username == {admin_email_address}/token
  • password == {api_token_created_in_zendesk}

     

Step 2:

Now create a trigger that will link to the webhook. On the action here is the code you use




{
   "ticket": {
       "email_ccs": [
           {
               "user_email": "{end_users_email}"
           }
       ]
   }
}

This works for me and you can play with the trigger part to take dynamic fields data and auto cc the end user.

0


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