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Add end-user as CC via Trigger or Automation

Desired functionality: a way to automatically add a CC to tickets that match a certain condition.

Example: Trigger if Organization is "Acme Co" and Priority is more than Normal, then "Add CC" - specifying an end-user email address.  This would allow the organization's primary contact stay in the loop about what their employees have requested.

Workaround: use a notify target "email" type to send emails to the person who needs to be CC'd.

307 comments

  • 1

    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.

  • 1

    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

  • 0

    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.

  • 1

    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.

  • 0

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

  • 0

    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.

  • 0

    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.

  • 0

    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.

  • 0

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

  • 0

    +1 more!  

    Zendesk, is this on your list of planned changes?

  • -4

    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. 

  • 1

    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.

  • 1

    @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. 

  • 0

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

  • 4

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

  • 0

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

  • 0

    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...

  • 1

    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).

  • 0

    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.

  • 0
    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.

  • 0

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

  • 0

    what's the status on that?

  • 0

    Hoping this gets extended to non-agents...

  • 0

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

  • 0

    @Jake Holman

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

  • -1

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

  • 0

    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. 

  • 0

    Anything on this yet? Customers are wondering...

  • 0

    +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.

  • 1

    Would it be possible to add light users to CC's through a CC trigger?

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