Add end-user as CC via Trigger or Automation

Comments

368 comments

  • Official comment
    Avatar
    Kristen Mirenda (Edited )

    UPDATED 9/25/2017

    Sorry we've been so silent, but we don't want to repeat the past mistake of posting as "planned" something that's still in research mode. But I can tell you that a project is underway right now to lay the groundwork for this feature. Depending on how it goes, we hope that we'll be clearing the way for 2018.

    Please bear in mind that this is not a guarantee, and that our priorities may shift between now and then.

    --

    Hi everyone -- there's been a ton of conversation around this proposed feature and I understand it's of critical interest to many. Folks are asking why it was never built and it's an excellent question. I wish I had an excellent answer but honestly, I don't know exactly why, as Jake and Erin have moved on.

    Asking around for folks who were involved with conversations over the years, I was able to find out that they couldn't easily surmount the problem of scale presented by the end-users data set.

    However, I hear you all very clearly that it's important that we continue to look at this. I've initiated a few discussions already and I'll continue to investigate our options and whether anything has changed regarding technical constraints. In the meantime, to avoid confusion, I'm officially removing the "Planned" label.

  • Avatar
    Scott Stanford

    Exactly what I'm after.  We have some customer "advocates" assigned to individual clients (i.e., organizations), but these are not the actual helpdesk people solving the problems; they just need to keep abreast of what is going on.

  • Avatar
    Andrew Lott

    Oh, just what I was looking for! I have A,B,C,D,E in an organisation. A & B want to get emails for all tickets submitted, but C,D,E only need emails for tickets they submit themselves. Seems to be the same as these posts:

    https://support.zendesk.com/entries/157536-ability-to-automatically-add-cc-targets-for-new-tickets

    https://support.zendesk.com/entries/187368-add-person-to-cc-as-an-action-in-triggers

  • Avatar
    Seyob Kim

    I need this functionality to avoid sending notificaiton to our end-users by CC's editing. Actually in our situation, when agents change the CC's list, there is no reason to let our end-users know.

  • Avatar
    Toan

    This would be a very useful feature.  The workaround of notifying a target by email has a flaw: if that target replies to a given ticket, it'll open a new ticket each time instead of allowing them to add a comment as it would for the requester or an agent.

  • Avatar
    Simon Whittaker

    +1 on this!! (Also timetracking but that's contained in another ticket https://support.zendesk.com/entries/48175-we-need-time-tracking)

  • Avatar
    Chad Thomas

    I'd also like to see an option in the mail API for controlling CCs.  FOr example - i often get CC'd on a ticket early on as my input is needed, and then after all kinds of back and forth i no longer need to be CCd (but i'm still getting all the updates), so it would be nice to be able to shut that CC off easily by email.

  • Avatar
    Chad Thomas

    definitely agreed on the original request too.  Lots of uses for us, we have people who always want/need to be in the know at certain clients.

  • Avatar
    Toan

    At the very least, the CC field should allow copy and pasting names, but even this isn't possible.  We have situations that require various groups of email addresses to be copied on, and to have to type the names one by one is tedious.

  • Avatar
    Jay Heath

    +1 on this -- I have requested the same thing. It would be a tremendous help for VIPs who make requests.

  • Avatar
    Therese Erhard

    +1 more!  

    Zendesk, is this on your list of planned changes?

  • Avatar
    Jake Holman

    This should actually be making an appearance very soon. Sorry for the radio silence. 

    To clarify, in the version we release, it will only allow for agents to be CCd via Triggers and Automations. 

  • Avatar
    Scott Stanford

    Shoot.  I was really hoping to be able to CC non-agents (e.g., people who just need to be kept abreast of what is going on, but don't need to participate on an agent level).  Any chance this will get extended to non-agents?  I'm currently having to notify email targets, but that's more trouble to maintain.

  • Avatar
    Jake Holman

    @Scott: It's unfortunately an interface issue, at least mostly. Listing thousands of end-users in a dropdown isn't cool. We need to come up with an improved UI and think more about the implementation and use-cases, without allowing it to open up into exploiting. 

  • Avatar
    Scott Stanford

    How about CCing groups or organizations (or something similar)?  That would reduce the dropdown overload.

  • Avatar
    Matthew Pietz

    Just make it a text box where you can type part of a name and it will autocomplete, agents and users.

  • Avatar
    Geof Bowie

    exactly, just a field where we can a) add an existing user by typing (auto-fill) and/or b) insert any address we needed.  

  • Avatar
    Max Hunter

    Any reason this is marked as "done"?

    Adding a trigger isn't really the same as CC'ing someone in...

    If you can list all the users when you're selecting the requester of a new ticket (using AJAX / whatever) surely you can just reuse the same type of text field when you're editing the macro? I'm not sure where the UI problem is, since you've already resolved it on the ticket update page...

  • Avatar
    Larry Deckel

    We need this too, but for a slightly different scenario.

    We have client service reps who are assigned to specific organizations.  When a requester submits a ticket to our Technical Support team, we want our Tier 1 client service reps  (who are also zendesk agents) to be automatically cc'd on the tickets so they can stay abreast of the comments.

    Right now, we have to manually add them which is easily forgotten.   We'd like to be able to automatically cc a specific agent based on the company the ticket is associated with.   Having a way to trigger this would be time saving and useful to us.  (I'm assuming there isn't a current way to do this now based on this thread).

  • Avatar
    David Goldberg

    What I would like to see in the implementation of this, is a per-organization cc list box.  that way, we can notify customers of issues, without having to populate a long list of emails in the cc field.

  • Avatar
    Michelle Wong Esguerra

    I'd really like to be able to cc non-agents as well. I don't see how this feature is "done" when the current functionality doesn't match the original idea proposed in the brief concept.

  • Avatar
    Max Hunter

    @Jake: Any reason this is marked as "done"? You're getting my hopes up... :)

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    Laurent LATHIEYRE

    what's the status on that?

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    Scott Davis

    Hoping this gets extended to non-agents...

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    Ed Wiancko

    Yes, we need this for non-agents too.  This is a manual process now that is easily forgotten.

  • Avatar
    Jonathan Wayman

    @Jake Holman

    If it is an interface issue why not use the spotlight search like the requester and cc ticket fields use?

  • Avatar
    Jake Holman

    @Jonathan: That's likely what we'll end up using. Unfortunately it's not as simple as just shoe-horning it into that page :)

  • Avatar
    ken washington

    any news on this topic? id like to be able to keep department managers that aren't Zendesk agents in the loop on certain support requests without having to add them manually. 

  • Avatar
    Matt

    Anything on this yet? Customers are wondering...

  • Avatar
    Bill Akins

    +1 Need it so I can create auto paging if a case has been untouched too long.

    I want to send an email to our paging system that will page specific people if a ticket is unchanged for too long. Only way to do this now is to set up agents. Seeing that I want several options for who gets paged, I would have to create dozens of agents to get this done.

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