Add end-user as CC via Trigger or Automation

480 Comments

  • Jim Stratton

    @Drew Wasson - a trigger can send email to a group...can you create a group that is exactly everyone in the organization and then use that group?

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  • Drew Wasson

    @Jim Stratton -- The cc is to an external end-user (or set of them).  I think we will use the Target for notfications

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  • Jonathan March
    Community Moderator

    Zendesk recognizes that the current implementation of CC is confusing to many and has been actively researching (perhaps even implementing?) a completely different (more email-like, and for most people, more intuitive) usage for CCs on tickets. 

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  • James Ryan

    @Jonathan March if that is the case, why is this feature not labeled "Planned"?

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  • Jonathan March
    Community Moderator

    @James just my guess as a longtime user: because the trigger aspects are secondary to the basic CC model. First things first.

    @Matthew actually the ZD ticket CC is currently not like a standard CC in fundamental ways. To pick only the most potentially embarrassing aspect -- a user can remove all the CC's from his response, thinking he's just writing back to the company, but they'll receive his response anyway because they are still on ticket. Etc, etc, etc, etc.

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  • Kristen Mirenda

    Hi @all -- I updated the official comment at the top of the thread. Please check it out!

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  • Shawn Liner

    @Andrew, I must not have read your previous point #3 very well the first time I read it.

    Are you saying that Triggers can be set up to override CC's instead of appending them on a ticket? I was under the impression that Triggers would only send specific users a copy of the ticket instead of actually setting them as a CC on the ticket....if that is possible though, then you are correct in saying that it would be a decent work around for me to use Triggers.

    It still wouldn't be perfect as you mentioned since it overrides instead of appending, but I would be okay with that if Zendesk is actively trying to come up with a more ideal feature. 

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  • Krista Foisy

    +1 - Having this capability, will make it easier to ensure that aren't missing a CC.

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  • Laurence Kay

    +1. Do we know when in 2018 this is coming?

    We simply want all tickets logged by any member of a particular organisation to be CC'd to a specific account so that it generates an email to a distribution list. This should enable members of the organisation to reply to that email to update the ticket.

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  • Chris Ryan

    I hope this feature gets launched more quickly.

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  • Wes Shank

    Reading through the thread, I really don't understand the challenges. The concept of the auto CC as I read here is based on an organization. You have users assigned to an organization. On any given ticket, if I start typing in the CC field, I already get a pre-populated field there and I can add, presumably, as many people as I want. Give me an option similar to a favorites-star next to people's names in the organization to automatically add them to a ticket and, viola` - done.

    I'm not trying to be snarky here, but I don't even understand what "the problem of scale presented by the end-users data set" means... How would the fact that I have 20 users in an organization and five of them "starred" to get CC'd be a deal-breaker? How is that any different than if I add them by hand every time - or if I used one of the kludges presented with triggers and custom fields?

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Wes - 

    We have not been given a timeline for a Beta at this point, but we will update this thread whenever that becomes available. 

     

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  • Philippe Balogh

    Next year this thread celebrates its 10th anniversary. What else should I say, apart from being very, very disappointed?

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Philippe - 

    This development is in progress. It wasn't for many of the early years of this thread, but it is currently being developed. 

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  • Yoram Dagan

    Is there a release date for this feature?

    Has anyone thought of a workaround for this item?

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Yoram - 

    We don't typically provide release dates, but the latest update from product is available in the official comment at the top of the thread. 

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  • Jhoan Zabala

    Wait for response.

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  • Mike Ferri

    Is there a target date for this? This is critical for our process if we want our customers to utilize Zendesk. 

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  • Wes Shank

    I got an email from a company saying they could do this for me...?

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  • Aaron Wasserman

    @Kristen - Thanks for the update. Perhaps it would be helpful to add a link to an article about how to use the notify target email?

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  • Sergio Anarte

    +1, please keep us updated, and yes, an article would be very helpful

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  • Andrew J
    Community Moderator

    @Aaron/Sergio, what in particular were you wanting an article for?  My comment on 27th Septmber has a couple of article links https://support.zendesk.com/hc/en-us/community/posts/203422496/comments/115005300908

     

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  • Sergio Anarte

    Hi Andrew, I mean an article regarding how to use the nofity target email. Thanks

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  • Andrew J
    Community Moderator

    If you go to Gear Icon > Settings > Extensions > Add Target > Email target... it is simple to create one.  Then you create a trigger with an action notifying that target.

    I think that only works in a limited number of use cases (if you are always CCing the same person/s on an identifiable set of tickets)

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  • Sergio Anarte

    Thanks Andrew, 

    Anyway I'd say we cannot use it. because we can create the target and notify a specific CC: but we have these consequences:

    - We cannot select the "From:" account, I mean the one who sends the email, and we have more than one.

    - If the person in CC: replies to that email, it creates a new ticket, instead of linking their answer to the ticket who shoots the trigger.

    Am I right? Thanks!

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  • Andrew J
    Community Moderator

    @Sergio, that is what the other articles covered - added (or altering) CCs on the ticket.  It's not an ideal solution and you will have to modify to suit your use case.

    @taras, I think Kristen is talking about a change to some behind the scenes functionality (or possibly a new feature) that MAY make this request either possible or easier.  Since we havent SEEN what Kristen is referencing - it is impossible to tell if it is near what we are talking about.

    Personally, I'd be surprised if this functionality was added without some limitations.  It would be easy to abuse for making pseudo agents and avoiding Zendesk licenses - I think some of the use cases that have been presented are basically that.  

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  • Jhoan Zabala

    For those who still can not, the solution is: add a trigger that calls a webhook, in that webhook you add the url of the zendesk request to modify tickets, inside the json body you put the id of your final user within the value aditionals_collaborators and then in each call of that trigger you execute that webhook and with that it would be ready.

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  • Avi Warner

     @Aaron, @Martin, @David. Good to see some interest (and maybe some help testing things out). I'll post details when things are up and running. 

    In the interim, @Jhoan is totally right. This is definitely do-able with webhooks. 'additional_collaborators' works with an array of email addresses too, so you don't strictly need to look up their user id (although it can cause some weirdness if the emails change on the user I'd imagine). 

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  • Jhoan Zabala

    @Avi Yes, the mails are valid but it is actually how you clarify in the end, if you do it like this, you can fail later because a user can change mail, more feasible is by the user ID, this functionality I develop it and in the Nowadays he runs me without problems. Successes!

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  • Sonja

    @avi - would love to help beta test and hear more about your progress.

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