How can I automatically add a specific user in CC to a ticket?

Question

Is there an automated way to add a user as a CC to a ticket?

Answer

This can be done using a webhook and a trigger:

1. Create a webhook with the following details:
   • Endpoint URL: https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}, where yoursubdomain is replaced with your account subdomain
     
   • Request method: PUT
   • Authentication Basic Authentication
2. If the user you wish to email already exists in Zendesk, open their user profile. Take note of the long digit in their profile URL. It will look like this:
   • https://yourdomain.zendesk.com/agent/users/361287567335/assigned_tickets and the user ID would be: 361287567335.
3. Create a trigger with the following details:
   • Specify the following all conditions:
     • Ticket > Comment | Is | Public
     • Ticket > Ticket | Is | Created or Ticket | Is | Updated
       Add any other conditions of your choice, to match the tickets you wish to target. For example, you can add a group condition, etc.
   • Specify the following actions:
     • Notify by > Active webhook and in the JSON body, add the information below:

       {
       "ticket": {
       "email_ccs": [
       { "user_id": "[User ID]"},
       { "user_id": "[User ID]"}
       ]
       }
       }

       In your JSON body, replace [User ID] with the ID number of the user you want to CC. Add or remove the lines below if you need to email a single user or multiple users.

       ,
       { "user_id": "[User ID]"}

   • Click Create trigger.
     
   • Create a test ticket that matches your trigger conditions, to ensure the email is received. You may need to adjust your trigger conditions if necessary.

Note: The notification will only appear from your ticket events. Add /events at the end of a ticket URL to view them.

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Post any issues you have in the comments section or try searching for a solution online.