Add end-user as CC via Trigger or Automation

480 Comments

  • Dag Henni

    +1

    Zen, please answer why we cannot CC a customer in an automation. All we need is to add a CC for new tickets to a specific user in that organization.

     

     

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  • Pierre Merrien

    I have a solution for CC-ing any person internal or external based on a custom field. I have achieved this so its automatic, based on the selected value of a field. E.g; Ticket is created > Customer is XYZ > CC customer(s)

    Anyoneone interested.. I'm documenting it now.

    Pierre

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  • 'Scott Gilbert'

    Please share.

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  • Jeff Guyette

    Agreed.  Pierre, I'd love to see what you've come up with. 

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  • Tim Malo

    @Pierre Merrien I'm interested in your solution as well.  Thanks in advance!

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  • Jennifer Rowe
    Zendesk Documentation Team

    That's great, Pierre!

    Can you please post your solution as a tip in our Tips & Tricks forum? It'll be easier to find that way, instead of being buried in the comments here. Maybe you were already planning to make it a tip. :)

    Thanks!

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  • Christopher Hopper

    I've been following this one for a while. Then when someone mentioned the Tips and Tricks forums, I took a look.

    This post seems to explain how to address the issue, in a sort of workaround, using a custom field, trigger and action.

    https://support.zendesk.com/hc/en-us/community/posts/205750118-CC-Customer-On-All-Organisation-Requests

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  • Pierre Merrien

    Hi everyone,

    If your interested, the post on the CC user option is here:

    https://support.zendesk.com/hc/en-us/community/posts/216284948-Auto-CC-user-s-on-Condition-Ticket-Create-

    Regards,

     

    Pierre

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  • Jennifer Rowe
    Zendesk Documentation Team

    Awesome! Thanks for posting it, Pierre!

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  • Joaz Vieira

    Com a esperança que um dia será implementado, devido ao tempo que este tópico em aberto, eu também preciso muito desse recurso.

     

    Joaz

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  • FAKRO GB

    We have a mix of uses for this but there are many users who we need to consider adding as a cc and not treat as an agent.

    Some are customers, some are contractors and very few internal people who just need visibility of tickets that meet set criteria but not interact.

    The best solution to involve people is the Trigger being set off by a Tag, however the disadvantage of this is they cannot log in to their helpdesk and see what tickets they have been cc'd in.

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  • Philippe Balogh

    We don't run the Enterprise edition of Zendesk. And even if we did then the solutions and workarounds presented here are much too complicated. Zendesk users need a simple solution for a common problem. Maybe we all have to say goodbye to Zendesk sooner or later.

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  • Lee Vidor

    Any movement on this feature, to Add end-user as CC via Trigger or Automation

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  • Kevin Hunter

    +1 On this feature! Any action? 

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  • Jim Cooper

    We're trying to setup a trigger or automation to carbon copy customers into certain tickets but there doesn't seem to be that option - can only copy in agents, not end users.

    Is this feature available elsewhere?

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  • DJ Jimenez

    @Andrew I've been running a URL target to auto-add cc's since mid last year and it's inconsistent (about 95% success). The failures are due to a race condition as described in this article: 

    https://support.zendesk.com/hc/en-us/articles/234658247-DO-NOT-use-a-trigger-and-a-target-to-update-tickets

    5% error rate may be low for some people. However there are no indicators or notifications when it fails, so it's a complete mystery when it does.

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  • Philippe Balogh

    I asked Zendesk Support about the mentioned comment by Jake Holman from 2015. Zendesk Support told me that he has left the company and the Zendesk developer team isn't working on that. They told me to use a workaround which is more or less unusable.

    Our customers and our company are far away from being content with Zendesk's idleness.

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  • Petri Rossi

    ...obviously has some limitations and doesn't solve all use-cases.

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  • Petri Rossi

    ...also, note the potential issue with using triggers + target to update tickets, due to possible race condition, noted few posts back in the thread:

    https://support.zendesk.com/hc/en-us/articles/234658247-DO-NOT-use-a-trigger-and-a-target-to-update-tickets

    However, we've continued using the work-around for auto-CC (on organization's tickets). Probably should not hit a race condition when the CC field cannot be updated by a trigger anyway. In any case, user discretion is advised.

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  • Lachlan Robbins

    I suspect as others may have pointed out, that it would be a way for organisations to add agents without having to pay for Light or full agents. So they have no business reason to implement this feature.

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  • Chris Boxsell

    Sorry Lachlan but light agents are free. Everything about your comment is incorrect. All that can happen is an account be added to a ticket whatever the status of that account.

    For us we just want to automatically CC an end user when a ticket comes in for their company. Simple really.

     

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  • Lachlan Robbins

    Light Agents used to be free, but not anymore:

     

    https://www.zendesk.com/support/compare/#compare

     

    To add unlimited light agents to your current Zendesk account is $250 USD per month. (Unless you are lucky enough to be on a legacy plan.)

     

    I agree it's simple, but they have no motivation to do it. With a little creative thinking, you could reduce your Agent count with this feature.

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  • Chris Boxsell

    I still fail to see what Agents of any type has to do with any of this.  This cost for light agents is something I have not seen but it isn't an isssue for us.

    Light Agents can only work on tickets using internal comments. Light agents can ALREADY be added to tickets via triggers.

    This request was to add a CC (a standard user) to a ticket via a trigger as you can't do this currently.  That being a standard user account so that they were automatically included in on a ticket where required.

    The only reason you have agent level accounts is to control a ticket and to make internal comments that the end user does not see. 

    It is issues like this that sees Zendesk lose customers like us as they do not listen.

     

     

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  • Lachlan Robbins

    Of course Light Agents can already be added via trigger. That's the whole point.

    So you could decide to not buy any Light Agent licenses, but you want people in your company to be notified of certain tickets and even respond to them. You just add a CC for the end user, then they can reply as normal via email. Right now, you have to buy Light Agents to achieve this.

    I'm with you, I would like this feature, that's why I signed onto this thread like 3 years ago. But I can't see it happening.

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  • Kristin Woodard

    Hi folks,

    I am following this thread since when I first began setting up my instance, I felt this would be a beneficial feature. While it would still be "handy" I have gone an alternate route for those folks who just need to be "notified" in certain instances, but do not need to comment in any way, or close and handle tickets. 

    Alternate Route: Email Targets can be CC'd through automation: https://support.zendesk.com/hc/en-us/community/posts/203458476-How-to-email-ticket-info-automatically-to-Non-Agents 

    You do not necessarily even need the macro portion if you do not want it.

    Please note: This would be cumbersome if you had a lot of folks who need to be notified (in which case, i do recommend the light agents feature - that is what it is designed to do) In my case I have only 1. You could create a mail distro group if you needed to notify a group of people.

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  • Jordan Kerr

    I would guess what @Lachlan Robbins said above is most likely the case - Zendesk wouldn't want to do this as it would compromise their licensing model.

    At the moment we all know a 'Light Agent' can be added on CC to all tickets using a trigger. But it's severely limited for obvious reasons. An answer from a light agent is only visible to other agents in Zendesk - not outside. The light agent has to literally sign in to Zendesk to even see who the end-users are on the ticket even if they wanted to answer via e-mail since they'd have to manually add the users to their outgoing e-mail.

    If Zendesk added the functionality requested here, any user could be CC'd on tickets, and if they hit reply on their e-mail, the comment would be public. So you could potentially have an army of non-paying agents all using Zendesk license-free. And selling licenses is the Zendesk model - so it would be business suicide.

    Since the ticket's been open so long it seems Zendesk haven't found a way to solve this to date. And in all honesty, I can't think of a solution that wouldn't defeat their current licensing model.

    With that said - I'd still love to see a solution to this!!

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  • Lou Gallo

    @jordan totally correct. This can be done with the API. I do it for a few rare cases to pass tickets an email just like you can in the ticket UI. I posted this. A while back.

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  • Jhankar Ranjan Patel

    +1

     

    At least, you could provide a Macro Code, so that we can just put the email address of the person that need to be CC'ed there.

     

    Saves a ton of time, when we have to re-enter the same email address in the CC field every time, when are sending the ticket to the same person.

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  • Drew Wasson

    +1

    While allowing all users of an org to view a ticket is necessary, in our use-case, the customer wishes each of those users to also be notified with updates on the ticket.

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