Add end-user as CC via Trigger or Automation

494 Comments

  • Andrew J
    Community Moderator

    I'm thinking there are several reasons this has not been done.

    1) If the option is implemented as requested it can easily be used to avoid agent licenses. A bad business decision.

    2) There is already a method that allows CCs to be done in a limited way (email target) - giving the functionality, but with enough manual input required to deter most abuse.

    3) There is already a second method (adding CCs by target) that the advanced user can implement - with a downside that prevents widespread use/abuse (overwrites CCs rather than appending - though it may be possible to fix this)

    4) There is a rethink of email functionality in progress - no point considering this change until it is in place - but I would doubt it will be added as an unlimited option.

    The workaround in the original request is actually a perfectly functional option.  And if anyone is going to create triggers for 1000 organisations, they may as well create 1000 targets too.  Done and dusted.

     

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  • Andrew J
    Community Moderator

    @Matthew - if triggers are not going to work for you, do you have an idea of what will? The most obvious implementation of this, and the most clearly requested, uses triggers.
    Trigger/target will do what you are after using my previous point 3. We implemented a dynamic solution that reduced the triggers to only 1. Then one dynamic content and a trigger. Not 100% sure we completed it, but we had it operating.

    2
  • Andrew J
    Community Moderator

    @matthew

    Ok, so the simple one is here - it's based around removing ccs - but you can substitute and email in the blank space to replace them.  Officially unsupported, but as long as it does not after other triggers you should be fine - we use it for removing CCs.  For this you would need one target/trigger per recipient.

    The more complex but possibly more helpful one is here - I'm not sure if I ever completed it - though I think the remnants are still in our helpdesk.  What we were planning to do changed and we did not need this.

     

     

    2
  • Avi Warner

    If interested, my app, Carbon Copier, is live on the Zendesk Marketplace.

    While it doesn't add a trigger action for end-user CCs, it adds a custom field to Users & Organizations. When you add end-user email addresses (or User IDs) to them, they're added as CCs when a ticket is created for that Org or Requester.

    2
  • Greg Bakken

    Just touching-up on this thread since the last official update was in April this year mentioning the beta, but nothing thereafter.  Since this was critical to our business, we bought the Carbon Copier app from Avi which works great. 

    I did want to find out if there was any progress on the actual product feature - the note from product team was in April, but nothing thereafter.  Was the beta abandoned?

    I saw another thread mention that age of the request should not mean it prioritizes the request any higher, but it seems based on the high degree of interest and feedback, it should become native functionality.

    2
  • David Andrews

    Brian,

    Avi created that feature. It is a $5 one-time fee. You can get the app here https://www.zendesk.com/apps/support/carbon-copier/

    If you would also like to generate read receipts when your customers open their email, you can get this app: https://www.zendesk.com/apps/support/my-read-receipts/

     

     

    2
  • Ana Palao

    Absolutely unacceptable. 10 years to solve this. Maybe to close to the model-price core of Zendesk? Either way: Disgusting. We should handle this through 4 chan :D

    2
  • Scott Stanford

    Exactly what I'm after.  We have some customer "advocates" assigned to individual clients (i.e., organizations), but these are not the actual helpdesk people solving the problems; they just need to keep abreast of what is going on.

    1
  • Andrew Lott

    Oh, just what I was looking for! I have A,B,C,D,E in an organisation. A & B want to get emails for all tickets submitted, but C,D,E only need emails for tickets they submit themselves. Seems to be the same as these posts:

    https://support.zendesk.com/entries/157536-ability-to-automatically-add-cc-targets-for-new-tickets

    https://support.zendesk.com/entries/187368-add-person-to-cc-as-an-action-in-triggers

    1
  • Jake Holman

    @Scott: It's unfortunately an interface issue, at least mostly. Listing thousands of end-users in a dropdown isn't cool. We need to come up with an improved UI and think more about the implementation and use-cases, without allowing it to open up into exploiting. 

    1
  • Larry Deckel

    We need this too, but for a slightly different scenario.

    We have client service reps who are assigned to specific organizations.  When a requester submits a ticket to our Technical Support team, we want our Tier 1 client service reps  (who are also zendesk agents) to be automatically cc'd on the tickets so they can stay abreast of the comments.

    Right now, we have to manually add them which is easily forgotten.   We'd like to be able to automatically cc a specific agent based on the company the ticket is associated with.   Having a way to trigger this would be time saving and useful to us.  (I'm assuming there isn't a current way to do this now based on this thread).

    1
  • Idunckel

    Would it be possible to add light users to CC's through a CC trigger?

    1
  • Matt Pull

    This is still a missing feature in Automations for me. I have Automations that check ticket activity based on 'Last update by Agent' and 'Last Update by Requester'. However this does not include CC replies, so if a CC replies to the ticket it reopens in the Agent queue, but my triggers then go wild if the previous replies to the ticket were hours or days beforehand by Agent or Requester and unfairly scores the ticket as abandoned for hours or days when it is in fact just minutes old. Ideally I need CC to be included in the 'Last Update by Requester' or a new one for 'Last Update by CC'.

     

    1
  • Patrick B.

    The workaround is to use *any* other ticket handling system.

    1
  • Jon Thompson

    FIX THIS NOW. I wasted an hour with zendesk support on unacceptable workarounds for this very basic requirement. I have people in each organization that want to track what the issues that I'm working on are. We need a text box for the cc field in targets.

    1
  • Jeff Callahan

    I agree - this is a basic requirement and should be fixed.  The only workaround I can see is purchasing additional seats

    1
  • Johan Cederberg

    Yes please - this is exactly what we need. We have over 500 facilities with several thousand customers in each and this is becoming more and more critical for us.

    1
  • Nathaniel Galimore

    Over three years and nothing

    1
  • Jake Holman

    @Adam: That's possible today, though not exactly as you described.

    We have the concept of "shared" organizations in Zendesk. When an Organization is marked as shared, it means any member of that Organization can view the tickets submitted by themselves and their peers. You can go a step further and also allow them to collaborate on each other's tickets, but that's a further option of Shared organizations, and not a default.

    Member of shared organizations can go to web portal, clicking on the name of their organization in the top menu (or clicking "Organization Requests", I'm working from memory here!) and then they'll see a subscribe link location near the top right of the page. Each time someone submits a ticket or a comment, anyone subscribed gets an email notification.

    1
  • Jim Stratton
    1. Is there a plan to add the cc option to macros?

    This was requested at least 3.5 years ago (see https://support.zendesk.com/entries/355943).  In those 3.5 years, I have never found any statement from anyone at Zendesk that they are even considering adding that option.

    1
  • Jeff Guyette

    I've given up on ever hearing further on this requested feature.

    Nearly 200 customers indicated they would like to see this. The feature and thread grows for nearly 5 years... and still nothing further.  

    Any kind of update at all - even something saying that you've changed your mind, and the feature is now no longer being considered as a future feature....even that would be better than not responding.

    So...? Any update guys? 

    1
  • Chris Anderson

    +1 I really need this. We have customers asking for this exact feature (being auto-cc'd on tickets originating from anyone in their organization). For now, I'll point them to the Shared Organization subscription feature, thanks for the tip on that.

    Zendesk folks - any update would be greatly appreciated here. I'm not sure how you manage your feature requests, but this thread has a pretty substantial volume of interest spanning multiple years. Are there really that many other features that customers are requesting in higher volume than this? What's the prioritization strategy? Is it more of a product dev. bandwidth issue or a feature request volume issue or that this isn't a customer-agnostic enough feature?

    Thanks in advance!

    1
  • Don Shipp

    I would just like to express appreciate to Zendesk for actively working on a solution and helping to resolve this.  I was able to resolve this by adding people to a new organization, then creating a trigger based on organization to send notifications to a new target.  This works for me!

    1
  • Claire Graham

    +1 on this, the workarounds are pretty long winded. Would love this feature.

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  • Lachlan Robbins

    +1 for us too, it would be very useful, or at least subscribe function in latest help portal.

    1
  • Sebastiaan Wijchers
    Community Moderator

    The workaround doesn't help me (or I'm misunderstanding it), but I require this functionality too. Topic is almost 5 years old and I see several 'indications' and 'promises' that haven't been met. So I hope we get this functionality soon, either by triggers, or subscribing through the Help Center.

    1
  • Fernando Duarte

    You are correct.  I am using the old Web portal.

     

    There is a new thread to request the Subscribe to Organization in Help Center

    https://support.zendesk.com/hc/communities/public/posts/203447356-Help-Center-Allow-End-users-to-Subscribe-to-Organization-Updates?locale=en-us

    1
  • Carly Britton

    We have one particular organisation that has a email group that needs to be cc'd in on all tickets. At the moment we are doing this manually and sometimes it does not get added on due to human error so this implementation would be really valuable to us. Thanks

    1
  • Dan Bristol

    Yes, 

    We very much need this, as the workaround is not ideal at all.  

    One of our organizations needs to notify an e-mail group, so all the operators in the lab are aware of instrument issues.  If any of the operators reply to the e-mail from the notify target trigger, then it creates a new ticket and invokes the trigger again, sending another e-mail to the same group.  

    Also, it would be great if they could reply to the e-mail and have it captured in the ticket.  That way we can collect additional operator observations on a given instrument issue.  

     

    Thanks!  

    1
  • Matt Razi

    Any update on this feature to add non agents as CC's automatically?

    1

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