Question
I want to build a report of the CCs of tickets. What are my options?
Answer
Analytics has no standard metric for CCs, but you can access CC information in these ways:
- Option 1: Use the CCs section in a user profile
- Option 2: Create a custom workflow with the Tickets API to add a tag
- Option 3: If the user is an agent, use a macro to add a tag
Option 1: Use the CCs section in a user profile
Open the user profile in Support to see a user's CC'd tickets. Click the dropdown menu Requested tickets and select CC'd tickets to display all of the user's CC'd tickets.
Option 2: Create a custom workflow with the Tickets API to add a tag
For detailed reports on tickets where a specific user is CC’d, create a custom workflow that adds a ticket tag when a specific user is CC'd on a ticket.
Have a developer create a custom workflow that uses the Tickets API to check email_cc_ids or collaborator_ids for a match for the desired ID and then add a new ticket tag. The Add Tags endpoint lets you add tags to specific tickets, organizations, or users without replacing any existing tags.
Option 3: If the user is an agent, use a macro to add a tag
If the person you want to CC is an agent, use a macro to add the agent as a follower and also add a ticket tag to the ticket.
Once you add a tag to tickets with a specific CC or follower, you can then use the tag to filter your reports in Analytics.