Question
I want to build a report of the CCs of tickets. What are my options?
Answer
There is no native metric for CCs in Explore reporting, but there are several ways that you can access information about the CCs on tickets in your account.
- Option 1: Use the CCs section in a user profile
- Option 2: Create a custom workflow using 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
You can open the user profile in Support to view a user's CC'd tickets. Click the dropdown menu Requested tickets and select CCs to display all of the user's CC'd tickets.
Option 2: Create a custom workflow using the Tickets API to add a tag
For more detailed reporting 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_idsor collaborator_ids for a match for the desired ID and then apply 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, you can use a macro to add the agent as a follower and also add a ticket tag to the ticket.
Once you have a tag added to your tickets with a specific CC or follower, you can then use the tag to filter your reports in Explore.