Question
Can I configure a business rule to automatically CC all end users within an organization on a ticket submitted by a member of that organization?
Answer
It is not possible to configure a trigger or automation to automatically CC end users. However, users in a shared organization can follow the tickets submitted by other members of their organization.
For more information on configuring this feature, see the resources below:
2 Comments
I understand there is no way to cc all organization's users automatically, but is there a way to add a single cc to all correspondence within an organization? i.e. bob ordered something and we reply to him and mary in accounting needs to be cc'ed automatically. Any way to automate this on an organizational level?
As of the moment, there are two alternatives to copying end users on a ticket.
- Set up Shared Organizations to allow all users within an organization to view their organization’s tickets as well as comment on them. For more information, see the article: Setting up a shared organization for end-users.
- Create a webhook that notifies your external end user when your trigger conditions are met. For more information, see the article: Creating webhooks in Admin Center.
I've taken a look and found that other users are discussing similar needs here:CC all/select users in an organization when a ticket is created under that organization
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Please sign in to leave a comment.