Add end-user as CC via Trigger or Automation

483 Comments

  • 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.

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  • James Pitcher

    +1

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  • Phillip Stewart

    Hi Rob,

    I just set this up and I was receiving the same error, then noticed that under settings->API the Password Access was disabled. Enabling this "Password Access: Enable API authentication using an agent's email address and password" fixed the issue. This is working great for me now, thanks John.

    This new found power in the HTTP targets calling the API opens up all sorts of possibilities.

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  • Nook Hutasuwan

    I was trying to create a workaround you suggested. 

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

    But mine does not show the "Email" type only the "Slack Integration End Point".

    Please help.

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  • Andreas Pfeiffer

    Hi there,

    As far as I have seen, the workaround via the target HTTP doesn't  work as long as your login system wide is SSO. On top of that, creating targets emails can be a nightmare depending the number of target that need to be created + the triggers. Of course you can create them on the fly via the APIs, but still, you may have hundreds of email targets + triggers to create and schedule a refresh of these so that the are aligned with your system at any time.

    I am still looking for an "elegant" workaround, the HTTP target would have been one of those.

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  • Luka Vukajlovic

    @ Reine

    I payed five bucks for a 3rd party app on marketplace that does this. It's called Carbon Copier and it doesn't bring a lot of features with it, but it allows you to add specific people in CC for specific organizations/clients. I know it's not perfect and it requires manual actions, but perhaps you can cover some of your top clients with this. It's definitely better than waiting for a few more years. :)

     

    Hope this helps.

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  • Joanna Brenneman

    Thanks @luka! Just purchased the app.

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  • Timothy Tucker

    Reine Berg

    OMEGALUL... nice comment.

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  • Jhoan Zabala

    Hi Darren.

    The solution is this:

    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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  • Jhoan Zabala

    Hi Rob.

     

    I agree with you, I only offered a solution to this case, is an alternative for who they can implement in this way.

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  • Anna Blackstone

    Is there an update on this functionality?

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  • Philippe Balogh

    Yes, there was an update recently. The whole thread and its desired functionality became time-barred in October 2019. The ten years are up.  :o 

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  • Carlos Badilla

    Our organization is interested on this feature too.

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  • P Cockett

    Did this ever get added to production?

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  • Graeme Carmichael
    Community Moderator

    Sorry, but no, this is not in the product. You would have to use a workaround like targets as suggested by Pierre here.

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  • Ross Dewar

    bumping this thread.  I'm finding it difficult to understand why this feature doesn't already exist.

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  • Tom Palmeri

    Hello Zendesk team,

    This has not been updated since 2018, is there new progress for this feature.

     

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  • Graeme Carmichael
    Community Moderator

    @Carly

    Zendesk's Andrey Sarapulov has provided an excellent article on how to manage CCs using a variety of tools. It does require a bit of Zendesk experience and is not a solution for everyone, but it will allow you to set a default CC end user per organisation.

    There are too many steps to describe here, but you can create a custom organisation field to hold the target email and then modify Andrey's instructions for adding the current user to the CC list to add the user in the custom organisation field instead.

    The URL target would be something like:

    https://DOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[collaborators]={{dc.do_not_remove_-+_extract_cc_emails+|+prepend:','+|+prepend:{{ticket.organization.custom_fields.cc_this_user_on_all_tickets}}

    For others needing a solution now, Andrey gives a few useful examples.

    -1
  • Deepa Daniels

    Thanks for your feedback and patience. Though its been a long time coming, there are currently some solutions in the works. I will be back with another update in the near future. 

    -1
  • David Andrews

    To be revised.

     

    -1
  • Yoram Dagan

    @Jeremmy

    I managed to overcome this issue by using forwarding rules.

    I have an operational agent which I use for general actions such as that.

    I schedule the report/dashboard to be set to him and add forwarding rules in this user inbox to forward this report to any end-user.

     

    This also works of forwarding to mailing groups, so if a few people need the same report/dashboard, you can set your forwarding rule to a mailing group.

     

    Hope that helps

    Yoram 

    -1
  • Avi Warner

    @alon unfortunately not that I can figure out :/ 

    The app works by adding CCs via target as the ticket is created, but by the time your 'Notify Requester of Received Request' trigger, or the internal triggers that notify CCs fire, the CC isn't yet in place. 

    -1
  • Brian McGinley

    David, Thank you! Purchased it.  

    -1
  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing this alternative John!

    This is great :)

    -1
  • Avi Warner

    @Christian, that’s right, I’m not sure my app will work on Essential plan. If you were able to purchase, please reach out to me via email and I can help w a refund.

    @Gasper, take a look at my app (Carbon Copier), it should be able to take care of that use case.

    -1
  • Brett Li

    We're using our own tool, Tonkean, to do this. We mix multiple different pieces of logic that trigger email (and Slack) notifications to the team when certain customer conditions are met.

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  • Andreas Pfeiffer

    I come back to me previous comment which was wrong and I'd like to correct it.

    Actually, you can authentify your http target with a token. You have to set the following:

    user: <your email>/token

    password:<your token>

    and then all works fine

     

     

    -1
  • Tyson Schumacher

    Just want to add my hat in the ring that the Avi Warner app works really well and was worth five bucks. I paid it out of my own pocket to save myself the hassle!

    We have both IT and HR support queues that manage our internal organization. There is a shared queue for user MAC (Move/Add/Change). We created some nice macros for New Hire/Employee Transfer/Leave of Absence/etc. that have specific tasks and questions that need to get filled out. So we'll see things like Name, Employee ID, Department, etc.

    We also want to notify certain key users that have no other reason to be in Zendesk (Payroll, Accounts Payable, CEO, etc.) so that they know about user changes as they move through the process. I simply wanted to create a macro that added those folks in as appropriate for the type of change that was being submitted. That was not possible as the only actions that are available are for followers.

    I installed Avi's app and noted that I don't really need to use the custom fields, I just cloned the trigger and then added:

    Tags contain at least one of the following: cc_payroll

    Then I updated the JSON to just have the email address hard coded:

    {"ticket":{"additional_collaborators":"user@domain.xxx"}}

    I cloned that a few more times for each user that I need for whatever task. Then in my macro I simply set the tags for all the individual CC's I need, i.e. cc_payroll cc_ceo, etc.

    That is probably not the fastest solution, but I only needed this CC setup for a handful of macro-built tickets and they wont' apply otherwise. Hopefully that is helpful to someone! :)

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  • Jake Holman

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

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