Add end-user as CC via Trigger or Automation

480 Comments

  • Avi Warner

    @sonja, @martin, @david, @aaron. The app is pretty basic and in a working state. I wasn't able to get it working with triggers, but it creates a custom field on the User & Organization level. If you add comma separated emails (or user IDs) to the fields, when a ticket is created for said Organization or Requester, those end-users listed are added as CC's (basically it's sets up the fields, target, and trigger for you so you don't need to do any of the configuration). If that's interesting to you, let me know (aviwarner@gmail) and I'll send you a link to the app. You'll need Professional or Enterprise to install it as a private app. 

    0
  • 이지훈

    Anything on this yet?

    0
  • Gal Zohar

    @avi - we would also love to help testing. This can be a real time saver for us!

    0
  • Avi Warner

    @gal, drop me an email (from my last comment) and I'll send you the details.

    0
  • Cody Stokes

    +1 need

    0
  • Mark Hinson

    hi Kristen,

    Is there any update on adding end-users as a cc via a Trigger or Automation via their user id or their email?

    I can see ideas recently added by @Avi to do this via an App or @Jhoan to do via webhook/JSON

    @Jhoan, can you provide more info on your Webhook/JSON method as that sounds like what I need.

    thanks, Mark

     

    0
  • Jeff Guyette

    After waiting for so many years for this feature, we too went with Avi's Carbon Copier app, as others now have, and it works perfectly.

    While it might be great to have this eventually be something that ZD figures out how to do as core functionality - and the pointless discussions here in the threads about "light-agents this and light-agents that" might finally go away - we'll no longer be waiting or terribly interested.

    The app has given us the functionality we needed all along, and we're using the heck out of it...just as expected.

    If you're still waiting on this functionality from ZD and/or have been playing around with the various JSON solutions...you really should have a look at the Carbon Copier app.

     

    0
  • Bruno Trettel

    Hi guys,

    I have a doubt about Carbon Copier App: it costs just US$5 or this price is for month?

    We need this function and I need know if I pay just once or monthly for purchase the app.

    Best regards

    0
  • Steve Dark

    Hi Avi, hope it buys a decent number of really nice coffees. It's going to save me from some horrible kludgy work-arounds and ensuing headaches.

    0
  • Jessie Schutz
    Zendesk team member

    @Avi, you're a star, and we miss you! Thank you for making this great app. :)

    0
  • Jeremy Heath

    @AVI 

    Does this app also allow CC in explore?

    I want to be able to send a report to different users and it only allows Agents

    We need to be able to CC a particular user in our system and send the report to him once a week so he can see how our support is keeping up with his demands.

    Could you let me know if this is something that works?

    0
  • Avi Warner

    @jeremy the app only works on tickets in Support. Haven't really looked into Explore.

    0
  • Jeremy Heath

    Ok no problem

     

    Ill keep looking. thx

    0
  • Alon Hodir

    @Avi Is there an option to send an email to the Cc as soon as the ticket is created?

    Currently, the Cc is email only when there is a respond to the ticket.

    0
  • Kate Lim

    Hi @Kristen,

    Would there be any updates regarding this feature?

    - Kate

    0
  • Rob Wentz

    John Witt - 

    Thanks for posting your kludge. I'm trying this and will report back if it works out for us. 

    -Rob

    0
  • Avi Warner

    Quick note, my app (Carbon Copier) does not work with the new Followers feature. I'm working on an updated version compatible with both, but please don't install right now if you have activated Followers. Thanks!

    0
  • Phil Sexton

    All I need is to be able to add 2 CC's to an automated email (Macro) to say that they have contacted the wrong department and then close the ticket. The reason that I have to add them in by CC is because they cannot see the ticket details any other way.

    If you have another way for my non agent staff to see tickets for a particular brand, that would also fix my issue.

     

    0
  • Andrew J
    Community Moderator

    Hello Phil, there could be a way to effect what you are after without adding them as CCs. You can send me more detail or contact me on Bizstudio.co.nz, happy to discuss this.

    0
  • Rob Wentz

    John Witt - 

    Your steps are easy enough to follow... but it's not seeming to work. I created an HTTP target (called "CC non-agents") using the instructions you provided, then call that target from a trigger that is supposed to add (as a test) my gmail address to the cc list if the word "test" shows up in the subject of the ticket. 

    I've sent some test emails to our zendesk ticket with the work "test" in the subject but my gmail address does not get cc'd 

    I see 0 successful sends on the HTTP target.. I'm curious - what username/password should I be using under Basic Authentication of the HTTP target? I'm using my zendesk login and I'm an admin. 

    If i set the combo box at the bottom to "Test target" then hit "Submit", I'm presented with a window that states "JSON body:" at the top with 1x blank line (nothing in the JSON window).. I hit "Submit again and I get: 

     

    HTTP/1.1 401 Unauthorized

    PUT /api/v2/requests/243.json HTTP/1.1
    Authorization: Basic cm9iQGFzZ2xsYy5jb206MjA4bXRoIQ==
    User-Agent: Zendesk Target
    Content-Type: application/json; charset=utf-8
    Content-Length: 0
    Accept-Encoding: gzip;q=1.0,deflate;q=0.6,identity;q=0.3
    Accept: */*
    Connection: close
    Host: trendkitehelp.zendesk.com

     

    Under the "Response" tab I see:

    HTTP/1.1 401 Unauthorized
    Date: Fri, 16 Aug 2019 00:06:02 GMT
    Content-Type: application/json; charset=UTF-8
    Content-Length: 37
    Connection: close
    Set-Cookie: __cfduid=dc4293ae219c923d41204f53c950ce2481565913962; expires=Sat, 15-Aug-20 00:06:02 GMT; path=/; domain=.trendkitehelp.zendesk.com; HttpOnly
    WWW-Authenticate: Basic realm="Web Password"
    Strict-Transport-Security: max-age=31536000;
    Cache-Control: no-cache
    X-Zendesk-Origin-Server: app51.pod14.use1.zdsys.com
    X-Request-Id: 506f28f8ad15cf28-IAD
    X-Runtime: 0.049818
    X-Zendesk-Request-Id: 4822acad6dd01b7d2dd0
    Expect-CT: max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct"
    Server: cloudflare
    CF-RAY: 506f28f8ad15cf28-IAD
    {"error":"Couldn't authenticate you"}

    what am I doing wrong here? 

     

    0
  • Andrew J
    Community Moderator

    Zendesk email and password should be correct. You don't have SSO or anything?

    0
  • Rob Wentz

    Yes, Zendesk log-in is SSO...isn't it??  Did you mean 24a? 

     

    0
  • Andrew J
    Community Moderator

    I'm not sure that it works with sso. I hadn't even thought of 2FA.

    0
  • Rob Wentz

    aren't zendesk login credentials single sign on? Am i misunderstanding you perhaps? 

     

    0
  • Andrew J
    Community Moderator

    Sso normally means you are signing in through another system

    0
  • Rob Wentz

    Andrew - got it.. no i'm using just my zendesk credentials, nothing out of the ordinary.. the unique username and password I use to log in to our zendesk system is what I'm filling in under the Basic Authentication section of the HTTP target i've set up per John Witt's kludge described a few posts back 

    0
  • Andrew J
    Community Moderator

    It should be an email - not a username right?

    0
  • Rob Wentz

    Hi Andrew, yes that's correct. my login is my email address. 

    0
  • Andrew J
    Community Moderator

    Ok, there may be a setting you need to change. Sorry I am not at my PC to look currently. It's Saturday here 🙂

    0
  • Andrew J
    Community Moderator

    Check under security settings on your profile, and perhaps the account level. I do have some of these operating so should have the right settings if I can find them.

    0

Please sign in to leave a comment.

Powered by Zendesk