Add end-user as CC via Trigger or Automation

480 Comments

  • Thomas Whipps

    +1 to this...  I run the help desk for our school district and have a need for this functionality to exist.  We have 6 schools in our district and have one agent for every two schools.  We also have Technology Teachers that work at each school that need to be able to see the tickets for their buildings.  At the moment, our techs need to manually CC the tech teachers on each ticket.  This is time consuming and rather archaic.

    All we need is to change the dropdown list of only agents, to a text field that functions like the CC box on the ticket view.  For example, if I start typing "Smith" the automated search will bring up all users with "Smith" in their name.  I can then click on "John Smith" to be a CC on that ticket.

    I need this to be a trigger or automation.  We have all of our end-users tagged with the building that they belong to, and this is what allows us to assign the tickets to the proper Techs.  I also need to CC those tickets to the proper Tech Teachers.  As has been said before, this is not an unreasonable request, nor is it so complex that it would take SIX YEARS to complete.  Yes, today is the six year anniversary of this request's submission.

    PLEASE stop sweeping this under the rug and just get it done.  Six years to solve a simple issue is absolutely ridiculous...  Thanks guys!

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  • Taras Savchuk

    Given the complete absence of information from the Zendesk on this issue, I plan to look at the recently released GLPI 9.0. Helpdesk & CMDB/Inventory all in one for free. We use GLPI for years already as CMDB. In past we have been using GLPI for HelpDesk too, but switched to more friendly interface of Zendesk.

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  • Joe

    Looking at how the triggers are setup, it does appear as though we would have to create a trigger for each organization. However, a good naming convention and the triggers should be easy to manage. 

    IE AutoCC_CompanyX_custname

    AutoCC_CompanyY_custname

    AutoCC_CompanyZ_custname

     

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  • Thomas Whipps

    @Jake Holman - The way that we would implement the CC trigger is not so much to micromanage, but to allow better communication.  Right now I am able to let our Tech teachers view all tickets in their respective schools by using the "View all tickets in users org" option.  I need to take that one step further and allow them to comment on all tickets.  They don't need Agent permissions, but they need to be able to comment on the tickets.  Being able to auto-assign them to the CC slot would solve this problem without wasting time manually assigning them one ticket at a time.  This is the layout of the triggers that I have in place for each school.

    When a new ticket is created...
    and requester's tag is "school1"...
    assign agent "John Doe"...
    CC end-user "Jane Smith"... <<<THIS IS THE LINE WE NEED!!!>>>
    email agent "John Doe"...

    I don't even need the trigger to email the CC'd end-user.  I just need them added to the ticket to let them view and add comments.

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  • Philippe Balogh

    Yes, Adam's proposal is highly appreciated. In our company a solution like that would end the discussion immediately about leaving Zendesk.

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  • Yannick Laurent

    Hi @Jake Holman,

    We use these 3 workaround rules for each customer who need this CC behaviour : Trigger + email_Target (first email sent to added CCs) + URL_Target (to *replace* CCs, and not add CCs because it's not API implemented, which may add another level of complexity).
    So we already use long trigger/target list, and we manage them using naming convention.
    This feature would simplify by 3 (and even more), the current micro-management. 

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  • Jake Holman

    @Andy: Well, everyone has different needs and to varying degrees. We like to really dig into a problem and understand that problem's complexities inside out. We don't want to implement a solution to a problem we don't understand.

    As for a text field, afraid that's not gonna fly. The current implementation (Add Agent CCs) is already a lookup, and using a text field would actually end up complicating the implementation. We need to tie the action to an actual user record.

    @Thomas: Ah, that's interesting. Are your customers only using email, they don't sign into help center to manage requests from there? 

    I ask only because what you describe is actually available today. See in particular step 4. Please do come back and let me know if/what doesn't work out for your use case there.

    @Adam: Yes, I'm glad you brought this up. This is actually a solution we've been thinking about for a while. I'm going to elaborate more on that in another comment, so please bear with me.

    @Yannick: Thank you for reminding me about that workaround, I had not considered that when thinking about micro management. You're totally right.

    Thank you once again for all the feedback guys, keep it coming. In the meantime, I'm going to be coming back with a short explanation on the history of this request and how we intend to deal with it.

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  • Joe

    Do we have an ETA on when this feature will be added?

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  • Erin Boyle

    Thanks for the continued feedback, all. There's no ETA at this time, but we are looking at these use cases as we begin to plan for 2016.

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  • Lou Gallo

    You can set it by any userid via the API tho.  So you can set it to an end user in the ticket form and via the API but not as a trigger... seems like you need to simplify your field lookup.. Easy fix I think..

    https://developer.zendesk.com/rest_api/docs/core/triggers

    Just wrote a py script to do it. 

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  • Gareth Bristow

    +1 on this. I'm surprised this very basic functionality isn't in the software already. My only guess is that it was identified as a potential revenue leak scenario and everything we've been reading about "trying to understand" our use cases is just a nice way of saying it will never be implemented because it could allow companies to circumvent licence purchases.

    However there are legitimate use cases which do not involve revenue leak. I am using the Target workaround, but it is not ideal.

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  • Mary Kay Soto

    +1 on this. Having this functionality would make life so much easier!! 

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  • AdamPearce

    We would also like to see this included. I have raised this under support case 1455364. I mention in that case that I do not see why you can manually CC anybody on a ticket, including an end user but you cannot do this automatically. Surely something that can be done manually, can be done automatically?

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  • Erin Boyle

    Hi all,

    Quick update. While there's still no movement on this in terms of actual work, we are narrowing in on a proposed solution we think would work nicely for this problem. It would allow you to automatically notify certain individuals without forcing you to create different triggers (or automations) for each end-user that has special notification requirements.

    There's still a lot of internal discussion that needs to happen before we start such a project, but I'll pop back here every once in awhile to keep you informed of any progress.

    Best,
    Erin

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  • Jeff Guyette

    Thanks Erin!

    At this point, any update from you on this long-sought-after feature is good news... and even better to know that your team is finally making some headway on identifying a method to move forward with.

    We know it has been a tough nut to crack, and appreciate the effort.  I look forward to hearing more about this as it becomes available.

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  • Taras Savchuk

    Erin, thanks!

    "A lot of discussion", "such a project", "any progress"... bla-bla-bla...

    ((((((

     

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  • Christopher Hopper

    @Lou Gallo,

    I'd love to get a copy of your API call payload and the endpoint you send it to for this Lou. Not sure how to contact you directly though through here. 

    I guess it's not something that you can just post into this comment thread?

     

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  • Lou Gallo

    @Christopher Hopper

    To create this you will need to provide a name for the trigger, the rules and the actions as you do in the UI.  In my example I am looking for tags but you can reference the api docs to give you the appropriate payload options for rules and actions.

    Here are the details:

    • POST request to endpoint:
      `/api/v2/triggers.json`
    • Payload:
      `{'trigger':{'title':'<title of your trigger>','all':[{'field':'current_tags','operator':'includes','value':'<tag names>'},{'field':'update_type','value':'Create'}],'actions':[{'field':'cc','value':<email for the trigger>'}]}}

    Reference: https://developer.zendesk.com/rest_api/docs/core/triggers

    Works great and since I am not creating triggers every day, I made this as a python script that asks me for the details like name, email etc and It does the rest.

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  • Chris Boxsell

    So 7 years in and still this functionality does not exist..

    This is very common with Zendesk.  It is simple, we receive a ticket from a notification group that does not receive replies. I want to say add CC of this one email address to the ticket so they can monitor it.

    7 years later no answer to it other than write custom script. 

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  • Pierre Merrien

    @Chris Boxsell

    I have recently implemented something very similar myself from various other posts and snippets.

    Would you like my documentation and screen shots on how this is achieved?

    Pierre

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  • Chris Boxsell

    Hi Pierre,

    I am looking at what Graeme Carmichael did but if you have a better method it would be much appreciated.

    What gets me is that Zendesk are doing nothing about this. 

    Thank you for spending the time to respond let alone offer options. Thanks!!

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  • Monika Jurczyk

    7 years, and the status still says Planned.

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  • Zach Johnson

    Wanted to make sure everyone on this thread aware of this:

    https://support.zendesk.com/hc/en-us/articles/215587317-CCs-for-end-users-on-Help-Center

     

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  • Derek Blackmore

    +1 on this request

    We need to be able to CC based on brand, organization, etc.

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  • Trond Drageland

    This would be a useful feature for us as well as we have a 3rd party engineering team that could be notified on email by a trigger if we tag a ticket with an "engineer" tag for example.

    Disappointed to see this post has been ongoing for 5 years without progress, so not getting my hopes up that this will be implemented any time soon :(

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  • CraigWilding

    Greetings.  I think this may help if your business case matches ours.

    We need to be able to "bounce" or forward a ticket onto a 3rd party who isn't a Zendesk user.  We want the 3rd-party group to be able to comment on the ticket and have their response visible to the original requester (our employee) and the Support Agent.  

    Facing solutions fraught with unnecessary complexities, we instead did the following: 

    1. Created a Macro that added a unique tag
    2. Created an HTTP Target, dogfooding the Zendesk Ticket API
    3. Created a Trigger to invoke the Target based on the tag
    4. Added a 2nd tag to prevent the trigger from firing on next updates

    Here's how:

    1. We created a "Bounce to Group XYZ" Macro, which adds a tag specific to the 3rd-party - i.e. "group_xyz."  The tag is added when a Support Agent wishes to manually bounce the ticket to our XYZ folks, but still wants the requester to be part of the conversation.
    2. Created an HTTP Target (Extensions >> Targets >> Add Target >> HTTP) with the PUT verb and JSON content type.  The URL is the Ticket API endpoint with a placeholder tag for the TicketID: https://yourdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json.
    3. Created a "Route Request to XYZ" Trigger, which fires upon both a ticket update and when the "group_xyz" tag is present.  The trigger immediately adds an extra tag to flag that the request was dispatched.  Subsequent ticket updates don't fire the trigger because it checks for the absence of the dispatch flag.
    4. The Trigger payload (JSON body) includes the additional CC user(s) and a comment for the new CC user(s) to see: {"ticket": {"additional_collaborators": [ { "name": "Group XYZ", "email": "group@xyz.com" } ], "comment": { "body": "Ticket #{{ticket.id}} assigned to [Group XYZ] from [{{ticket.requester.name}}] by [{{ticket.assignee.name}}]." }}}

    This is a simple use case for using the Zendesk API, which is very robust.  Hopefully we'll be able to continue using it this way because it's an ideal workaround.

    Best,

    Craig.

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  • James Gossling

    +1

     

    We use Zendesk for our invoicing.  These invoices come from an automated/no reply system. 95% of invoices from a certain supplier do not need anything.  But where there a price discrepancies we need to cc our billing agent and make other changes to the ticket...

     

    Being able to cc end-user in macro would be AMAZING!  Why couldn't it just be a lookup text box like the cc box on a ticket is?  It seems so simple!

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  • AdamPearce

    Seems so simple and yet still no answer from Zendesk. How many more requests does this feature need Zendesk. We are owed an answer!

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  • Steve Morrell

    +1 for this also. We are finding senior users at our customers want to keep in the loop on what their team is doing, and an easy solution for this would be great.

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  • Leon van Klink

    +1

    We use hundreds of different Macro's and for a lot of them a standard CC would be a blessing. This would save us time, effort and most importantly saves us the risk of agents forgetting to fill in the CC or filling in the wrong email address.

    I understand this might be much more difficult in the back end than most of us (including myself) think it is, but surely the technical teams at Zendesk must be able to figure something out over a period of 7 years?

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