Add end-user as CC via Trigger or Automation

480 Comments

  • Joel Hellman
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    Thanks for clarifying, I think it could be useful for others to avoid update the original request with that information; reading the original description gives the impression that we are talking about triggers and automations.

    While on the topic then, do you have a roadmap to implementing addition/removal or CCs via automations/triggers/macros? I cannot find any requests for that, maybe others assumed this request covered those scenarios as well. 

    I did note the request: https://support.zendesk.com/hc/en-us/community/posts/203425396-Allow-the-ability-to-add-CC-s-to-tickets-via-Macros but I haven't seen any feedback from product managers on that one. 

    Product feedback https://support.zendesk.com/hc/en-us/community/posts/203424096--Add-person-to-CC-as-an-action-in-Triggers was marked as Not Planned, but it's quite old.

     

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  • Wayne Kelly
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    @Deepa, FYI, that definitely does **not** meet our use case requirements.

    Please add the ability to set CCs on a ticket by trigger and automation rules.

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  • Joe Hettinger
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    I agree with Dave, this would be a huge benefit to be able to add a cc based on a trigger. 

    In our case we have customers that require us to CC in a specific person anytime one of his end users opens a ticket. So if Organization = X then CC in a specific person.

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  • Joe Hettinger
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    I agree with Dave, this would be a huge benefit to be able to add a cc based on a trigger. 

    In our case we have customers that require us to CC in a specific person anytime one of his end users opens a ticket. So if Organization = X then CC in a specific person.

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  • Dan Bristol
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    That's something I guess, but it is not even close to what people have been begging for for 5 years.  

    Presumably users will be able to subscribe and get updates, and perhaps you can make this work for a group of people that needs to be updated (lab operators about instrument status in our case), by turning an e-mail group into a user.  

    Questions though: 

    Will subscribed users be able to pick and choose what information they get; like Created tickets from the organization vs. Solved ticket updates?  

    Will Subscribed Users be able to reply and add content to tickets whether it was sent out to a individual or a group?  

    Lastly, and most importantly, because this problem is unacceptable, If subscribers reply to ticket updates, will this fix get around the problem of duplicate tickets created when people reply via the e-mail target function, which will then re-invoke any triggers for new / created tickets?  

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  • Andrejs Rozitis
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    +1 Erin, we need this!!! Please get your droogies on it :D

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  • Paul French
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    Hi Erin,

    I am looking to setup triggers to auto CC Account Managers to their clients as their ticket gets created

    + 1 for this feature here as it looks like it would solve the issue.

    Thanks,

    Paul

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  • Dan Bristol
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    Yup, 

    I opened up a ticket and had my request sent over to the services group.  They don't even seem to want to touch this one, even though all I need to finish making this work through the API and url targets is a half line of code to remove CCs for a specific user.  

    I have adding CCs via triggers and automations working well.  

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  • Joe
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    Good Idea. Another thing we can try is every so often we should reply to this topic, and maybe the ZD product manager will take note.

    I too have noticed that ZD agents are way too eager to close out tickets.

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  • Mike
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    We have system generated tickets that certain team leaders MUST be CC'd on, these team leaders are all end users ... we have to MANUALLY add them EVERYTIME the tickets come in .... this is DAILY!!!!!

    This is a MAJOR issue for us and we are now forced to find another solution, it will be GOODBYE Zendesk as they seem to be more than happy for us to find another product rather than just implement something that is so simple!

    A real shame as it is a good product but needs to move with the times otherwise Zendesk will become another M$ and just get left behind the competition!

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  • James
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    Mike,

    We are also having to consider our options due to lack of development on issues such as these.  Are you able to share which alternatives you are reviewing that cater for functionality like this?

    thanks

     

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  • Mike
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    Erin,

    Thanks for taking the time to write a reply, since this has been going on for so long it is about time we got a proper response from Zendesk, so thank you for taking this on.

    We have tickets that are automatically generated on a daily basis, these cover a multitude of issues over a multitude of departments and we have to be able to automatically CC end users on these tickets based on their content/urgency. We can test for the content just fine and indeed create a trigger for each type of ticket received, we just can't automatically add an end user as a CC at the moment, so we have to do this manually, everyday!.

    Sometimes there is only one person that needs CCing other times there may be 2 or 3, but we could handle this in the trigger just fine if we had the ability to add end users as CCs via triggers.

    The lists of people that need to be CC'd only change if we have staff changes, IE: People leave, join or change departments other than that they don't change very often at all however we need to be able to CC end users (Not agents or light agents) on a daily basis and at the moment it just isn't possible. The amount of time my agents are wasting on a daily basis CC'ing end users on tickets is ridiculous and we've reached the point where we are looking at other solutions for our help desk system.

    It really is very clear from this huge thread that what we are asking for is what most people are asking for, just a simple field in the trigger where we can type in the email address(s) of the end user(s) we want to CC would suffice.

    Since you already have code in place to be able to email agents then the underlying code is already in place to handle email, we just need the ability to add end users email addresses and not just agents.

    Having been a senior WebOps/DevOps guy for many years now I really don't understand why it has taken so long to get nothing done, there clearly is a massive call from your customer base for this and since you are in the business of customer support one would have expected this to had been addressed a long time ago.

    We are all continuing to feedback and participate as you have noted above however at some point you have to do something, we can't just go on discussing this forever.

     

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  • AdamFronteras
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    Hi Erin

    Glad to see its on the roadmap but can we have an eta , a road map is off little use unless we know when the road is likely to reach it's destination

    thanks

     

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  • Erin Boyle
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    @Mike: Thanks so much for taking the time to share your use case in detail. That certainly helps! We may very well just add a new option to add email addresses in triggers, but we like to understand a problem fully before jumping directly to a solution.

    @Adam: Unfortunately I cannot give you an ETA right now. I will tell you that the engineering team(s) who would work on this type of feature already have a full slate of projects this quarter, so the earliest we would be looking to break ground on a solution is in the new year.

    I'll keep you updated as I have more information. In the meantime, please keep the use cases and answers to my questions coming!

    Best,
    Erin

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  • Joe
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    For our situation, when some one from company A submits a ticket in ZD we would want the trigger to CC a project manager or other responsible person who belongs to company A.There are also times when we may wish to CC in a third party. 

    I see us needing this trigger for 10-15 customers, and then once this feature is established and working it would be rolled out to every new customer that goes live that uses our software. At this time it would be 4 -8 customers a month. I expect the trigger to be active for 2 - 5 months and then discontinued. 

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  • Mike
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    @Erin,

    Thanks for the reply.

    Since this has already been going on for 6 years can it not be put to the top of the pile, having to wait until next year without any real commitment isn't a good sign :(

     

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  • Mike
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    Since 6 years worth of "Quarters" have already passed the engineering teams that @Erin talks about have had plenty of time to do this, there clearly just isn't the interest in Zendesk internally as they see it as nothing more than an additional revenue stream and not an enhancement request.

    Whilst Zendesk have this attitude it makes no difference what we say here, things will never change.

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  • Jake Holman
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    Thanks for the responses to Erin's post folks.

    I had one question I was hoping to get some feedback on. If we implement some sort of auto-complete field in Trigger/Automation actions to allow you to add CCs (and multiple CCs at that), is that not going to become a micro-management nightmare? Are you just going to end up with a huge long list of "CC these people" type of Triggers?

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  • CloudBringersSupport
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    @Jake - Why would we wind up with more triggers than we already have. I may be speaking out of turn but I assume for most people 99% of the triggers they already have are exactly what we want, we can just add an additional item to existing triggers that say "CC person XYZ". I am not sure this needs to be an overly complicated addition to the product... we just don't want to type in emails manually each time into the CC. 

    In fact, why can't we just leave it as a textbox without autocomplete? Just allow us to type in the email manually into triggers. It will make the development time that much quicker. For some reason I get the feeling you guys are overthinking this a bit. 

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  • CloudBringersSupport
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    @Jake - If you want to tie it to the actual user record then the implementation is even simpler. We've done this for several months through an API trick but we are afraid to disclose it because you guys have been so negative towards this topic in the past we were afraid you'd close the hole and screw our implementation. 

    The way we solved this is by having a custom field called "Direct Report Email Address". Whomever needs to be notified can be linked right inside of the customer record. Then when we make a trigger we can simply use 1 trigger for all customers because it pulls the email from the "Direct Report Email" custom field. If you have situations where more than one person needs to be notified you can always add more custom fields, or simply add some kind of delimiter like ";" or "," and parse them.

    Again, it strikes me as funny that you guys "don't want to implement a solution to a problem you don't understand". This thread is over 5 years old and has hundreds of comments... the problem seems quite apparent. 

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  • Zach Johnson
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    Why does this have to be tied to a user? A lot of the notifications that need to be sent out are just so other individuals are aware of the requests that have been opened. If a request needs to be escalated why would you need to have someone senior or executive level be a user, when all they need is awareness of the situation.

    What I find puzzling is the fact that an Agent is able to add a CC with no problems (again if they are an existing user), but an end user can't when creating or updating requests? Fine, make everyone within a organization an end user including executive team or senior management. Why not add a field so when they are creating tickets to include those other individuals?

    Hope I'm missing something simple, but Jake how many times are you CC'ed on e-mails (not requests) just so you are aware of a product development or need to provide feedback? Our customers need the same level of functionality when requests are made.

    I've watched this ticket for a long time now and the workarounds that are having to be done in order to fulfill this request seem to be very labor intensive to manage and setup for specific client scenarios.

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  • Jake Holman
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    So I wanted to go back to Adam Pepper's comment earlier in the thread, as I'd promised to do earlier.

    > "For an Organisation, we need to be able to nominate one or many Users to be automatically CC'd on every ticket linked to that organisation. We would only need to be able to choose from users linked to that organisation. Agents or the CC'd user would be able to remove them as a CC on a per-ticket basis."

    This is actually ideally how we'd like to deal with the use cases here. There are two particular high level changes we'd like to make:

    1. Introduce some sort of hierarchy into Organization memberships. Today in Zendesk the memberships are flat. There are no concept of departments, teams nor managers of either. We'd like to change that, so they almost have a "Role" of sorts within the Organization in Zendesk. This will allow us to treat those roles as very different, offering them further functionality and permissions beyond what they have today
    2. Then, to complement this, we adjust the request management experience. A "Manager" role within an Organization could, for example, be able to see an overview of all tickets within the Organization, add and remove members in the Organization (so long as their identities match the Organization domain mapping) and, of course, subscribe to receiving updates about all ticket activity within their Organization

    This adds another dimension to self service. Of course, we'd need to give agents some tools to help in that too, such as signing a manager up for receiving ticket updates.

    Somewhat related side-note: requesters will soon be able to have more control over which non-Zendesk agents are CCd on their requests, as well as being able to define that during request submission.

    I notice there's a few votes on Adam's comment, so I'm very keen to hear feedback on this - particularly if you feel that doesn't even come close to addressing your need.

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  • James Porter
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    Hi Jake,

    We have some large organisations that have multiple products from our group of companies.  Currently we use Brands to categorise our product lines but it would be useful to be able to set up a structure beneath the Organisation to include departments/teams with managers.  I must be honest and say that Taras is correct however - this seems like a solution to a different problem.  Ultimately all we need right now is the ability to add cc's via trigger or automation so that we can loop in a person when needed.  If I could tag a group of people as 'managers' within an Org and then CC the managers group when conditions are met then so much the better... but I could live without that for now.  Your customers are pretty much telling you what they need, why over complicate?

     

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  • Adam Pepper
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    Hi Jake

    As our requirement to be able to automatically add a person/people as CCs to tickets for an organisation is for so many organisations, we're looking for a way to achieve this that a) avoids the need to configure triggers for each organisation and b) is transparent to agents - so the functionality you outlined would work well for us.

    Being also transparent to certain end users would be a bonus, and appreciated by many of our clients. However it wouldn't be appropriate for just any end user to remove who is cc'd on their ticket, and our agents would need to be able to easily see when this has happened (and by whom).

    Apologies to those who really need the trigger functionality extending for hijacking this thread. Fingers crossed for a solution/solutions that provide the functionality we need very soon.

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  • Steve Dark
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    Just to add a massive +1 to this thread.  We are being asked by many of our customers that one person needs to be notified of all tickets at the organisation.  The fact that we are not able to offer this seems strange to our customers and makes them question our competence.

    I look forward to any update that addresses the issue of adding an End-User, or an email address as a CC via a Trigger.

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  • Simon van de Westerlo
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    Hi all, take a look at https://support.zendesk.com/hc/en-us/community/posts/205750118-CC-Customer-On-All-Organisation-Requests , seems there's a solution for this issue.

     

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  • Christopher Thomas
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  • Taras Savchuk
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    Erin Boyle November 04, 2015 22:02 wrote:

    Thanks for the continued feedback, all. There's no ETA at this time, but we are looking at these use cases as we begin to plan for 2016.

     

    Today we have February5, 2016...

    Are you going to making any "plan" for 2016 and address CC problem in it? ))

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  • Mike
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    So after 6 years all that has happened is

    "While there's still no movement on this in terms of actual work, we are narrowing in on a proposed solution we think would work nicely for this problem."

    I'm lost for words ...

     

     

     

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  • Lou Gallo
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    Like I posted above, I am doing this via the API so it seems the system is already setup to do such a thing.  The issue seems to be in the Edit Trigger UI since it is doing some validation on the field for add CC and will not allow end users to be added.

    Seems to be a relatively trivial change from a technical approach unless there is some nefarious angle or potential circular reference problem that could put it into an infinite loop.  Although other scenarios like that are detected in Triggers already. 

    If anyone needs to setup triggers for this I would be happy to share the python script or at least the endpoint and payload I am sending to it.  Since, in most cases, you "set and forget" the trigger, this might be a good workaround in the meantime.

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