CC in Tickets

2 Comments

  • Alejandro Colon

    My organization has setup an internal note that is created by a trigger that includes all of the information we do not immediately get on ticket creation, specifically, CCs on the ticket and such. 

    I am working on a User Tip to outline how we have done so. It will be listed here when it is completed. https://support.zendesk.com/hc/en-us/community/posts/360044286213-Ranking-Tips-to-be-written-up

    Sidenote: Users should be able to see if there is a CC when going to make a public comment. I know that doesn't make up for other situations but it helps in some of ours. 

    Now that I think about it. It may be possible to create a field that would be filled in with the ticket CCs on every ticket update. That way it would always be visible. I may create that at some point in the future. 

    2
  • Daniël Nieuwendijk

    Hey Alejandro, I'm also interested in this. I understand you don't have time to do elaborate write-ups for everything, but maybe you could drop a few hints and I try to figure out the rest myself?

    0

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