Question
When I CC a user, they are not receiving an email. How do I make sure the people I CC get a notification?
Answer
Email addresses that are CC'ed on a ticket rely on triggers to send the message. If CC'ed people are not getting notified, there is an issue with the trigger.
The standard trigger named Notify requester and CCs of comment update is commonly used to send notifications to CC'ed users. However, your team may have changed that trigger.
- Check your ticket events to identify the exact trigger that fired
- Edit that trigger to make sure its actions include Other > Notify by > User email | Object > Ticket > (requester and CCs)
For more information, see these articles:
5 comments
Gloria B Miller
I have not received any emails from go@gohighbrow.com. Please advise if I am paid up as my records show that I am paid up thru August. Gloria B Miller gbmiller80@gmail.com
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Dave Dyson
It seems like your correspondence has come to the wrong place! You've reached Zendesk support, and it sounds like you're probably trying to reach someone who *uses* our software to provide support. We make software that companies use to give their customers a way to contact them, but we don't actually provide support for their product, just the channel for communication.
Unfortunately, we are unable to forward your email on so please try reaching them directly from their website!
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Omair
What if we turned off this trigger? Both Requester and CC'd users won't receive any response.
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Carl West
We have noticed that the CC's have stopped receiving updates recently. We have not changed our triggers.
The use case we have most often is we want to get a ticket “out of the system” to another member of our organization who is not a Zendesk user.
For example, if a sales lead comes in through support, we CC our sales team when we reply to the ticket. They are not longer receiving these.
What changed and what do we need to do to restore?
Thanks!
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Kimberly Shipman
Hello, we have added the suggested condition ‘current user is Not requester’ to the standard ‘Notify Requester & CC’s of new comment’ so the requester won’t receive notifications about their own comments. However, when the requester does reply, none of the CC’s are getting the notifications. Our tickets are created and replied to via email by requesters and we cannot assume that the requester will do a “reply all” in their email when they send a new comment. We depend on ZD to send notifications to all included on the ticket when there is a new comment. Please advise on how to solve this since you do not allow a Notify CC’s only in your trigger actions.
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