Add end-user as CC via Trigger or Automation

477 Comments

  • Christophe
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    +1

    An obvious feature would be to automatically add a partner or account team per customer/organization to ensure they've always got full visibility on any case/communication for their accounts.

    Most other CRMs I've worked with (no names) have this functionality.

     

    1
  • Helle Buhl
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    I'am looking forward to this "new feature". I do hope that Zendesk will consider making this change.

    1
  • Pierre Merrien
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    Ok. Will upload procedure / set-up tommorw now. Need to remove private details. Same time 16:00 GMT

    Pierre

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  • Philippe Balogh
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    Yes, this thread is still active but Zendesk is ignoring us for seven years now. :-(

    1
  • Pierre Merrien
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    Hi All,

    I posted a possible solution to this some time ago here:

    https://support.zendesk.com/hc/en-us/community/posts/216284948-Auto-CC-user-s-on-Condition-Ticket-Create- 

    Pierre

    1
  • AdamPearce
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    Hi Pierre,

    I know you did and my reply does not seem to have posted for some reason. I read through your article and it looked great but in order to have access to the 'ticket form' function, I understand that you need ZenDesk Enterprise. I only have Team unfortunately.

    1
  • Andrew Schreiner
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    I have something that works for this. 

    1. Create a new URL Target
    2. Add in the following for the URL (replace with your Zendesk instance name)
      https://zendeskinstancename/api/v2/tickets/{{ticket.id}}.json
    3. Change the method to a "PUT"
    4. Specify for following for the attribute
      ticket[collaborators]
    5. Enter in a user account to authenticate to your Zendesk instance.
    6. Create the target.

    Next you need a macro to fire off to call the trigger.

    Add a new macro and specify your parameters for adding the cc.
    In my instance I used

    • Ticket is Created (All)
    • Ticket organization is _ (under ANY)

    Specify the action to be 

    Notifications: Notify Target and specify your target you created above.

    In the value field, enter in the email address you want to CC and save the macro.

    1
  • Jim Naguib
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    This feature request and this post have been ACTIVE since 2009 and I assure you they are not completely ignoring our requests.  They keep popping on from time to time to post updates and ask for information.

    ..but this feature request and this post HAVE been active since 2009.

    1
  • Dan Duncan
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    In response to Jake Holman's comment here:

    https://support.zendesk.com/hc/en-us/community/posts/203422496/comments/207175338

    I think what Jake describes would address our need nicely.  Many of our customers are large law firms. Most issues/requests from end-users are handled by the firm's in-house IT/Helpdesk/Admin but in many cases the end-users will come straight to us (our Zendesk setup is pretty open).  In many cases, the firm wants to keep close tabs on the tickets their end-users open with us and they want to be able to comment if we need specific information that the end-user wouldn't know how or be able to gather themselves. The firm admins may also want to make sure their end-users aren't abusing the fact that our Zendesk is open and anybody at their firm can come straight to us. Some customers would also like these admins to be notified when new tickets are opened by end-users at the organization. Simply having the admin CC'ed on the tickets probably won't work for us, especially since the end-users are able to remove them. It would be better than nothing but still not what we would want to accomplish in the end. Is there another post related specifically to this sort of functionality that I can go vote/comment on?  I notice the one linked below was just posted recently but was not sure if there was another one with more information:

    https://support.zendesk.com/hc/en-us/community/posts/115000934648

    Thanks!

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  • Tobias Braun
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    @Jake Holman:

    I like your thinking from here:

    https://support.zendesk.com/hc/en-us/community/posts/203422496-Add-end-user-as-CC-via-Trigger-or-Automation?page=6#comments

    But we need a quicker solution, which would be to allow us to add CC target with a text input field. Your solution takes ages.

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  • Philippe Balogh
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    Maybe it's best if any of us is asking Zendesk Support once a month about the progress on the possibility that (supervising) end users can comment tickets from their organization. It doesn't matter if a such a user is put CC or if he has the general right to comment. It's just important that it's possible in an automated way.

    Even an upgrade from Team or Regular to Professional Plan doesn't solve the problem because Zendesk's workaround is a unusable.

    The existence of the (unusable) workaround is at least something like a proof that Zendesk is aware of the problem although they deny that there is a problem or a missing function at all.

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  • Tobias Braun
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    Lets create a Twitter hashtag .... #ZendeskCCGate

    @Petri: Can you link the workaround?

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  • Petri Rossi
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    I think this rates pretty high as far as "gates" go! :-)  #ZendeskCCGate

    @Tobias: Sure, here's a link to the Zendesk community moderator's article from 2015 as it's somewhere far back in the thread, courtesy of @Graeme Carmichael:

    https://support.zendesk.com/hc/en-us/community/posts/205750118-CC-Customer-On-All-Organisation-Requests

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  • Jonathan March
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    Max:

    Another use-case for better control over CCs:

    We have a customer who routes their email through a support desk, which has an auto-responder. We can use the wording in the auto-response boilerplate to suppress notifications, but we can't suppress the CCs (which the customer uses because they have multiple actors) sent out by ZD when their auto-response is received. As a result, each round with this customer includes an immediate 10 autoresponses (after which their autoresponder stops responding).

    Reference: support ticket #2501164

    I just signed up for the phone call.

    Thanks,
    Jonathan

    1
  • Mart Hough
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    One approach I envision would be within the end users profile.

    In the section where you add them to an organization, there could be a checkbox next to that organisation that says "auto cc this user on tickets in with organisation"

    Triggers could also be used.. but this is a clean place to add this function.

     

    1
  • Sonja
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    This is the most important missing feature for us.  

    Why after 7.5 years  is it's status going backwards from planned to "we are not sure why we cannot do this" ?

     

    1
  • Sonja
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    Kristen - can you elaborate on " they couldn't easily surmount the problem of scale presented by the end-users data set" ?

    I do not understand why adding a cc by a trigger or automation would be massively different than when we add them manually now.  Adding them manually is just a lot more work for us.  

     

     

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  • Steve Thompson
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    This is exactly what I am looking for.  We have an enterprise customer that one of the upper management would like to be CC'd on Critical tickets.  I cannot do this without this feature.  It should not be hard to setup a text field instead of a dropdown menu with autocomplete that utilizes search based on the information being typed.  It could include both name and organization to further clarify information for potential duplicate names.

    If for some reason your database is not setup easily to do this.  You can always put an option on the end users to "Make available for CC" as a checkbox which will then make them available in the current drop-down menu.  This doesn't seem like an overly complicated feature.

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  • James Ryan
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    Has this really not been fixed yet???

    Zendesk, STOP with adding useless features and add this one now! This is a basic feature that almost all customers of Zendesk would want to use.

    1
  • Shawn Liner
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    @Kristen Mirenda

    Why don't you just skip the "lookup" functionality for triggers/automations if someone (like me) wants to CC an end-user and just give us the option to manually enter email addresses?

    I understand that being able to do lookups on an entire end-user data set can be a very difficult task on a large scale, but at this point we just need the feature and not the lookup functionality. I think everyone would be perfectly happy to have the new feature even if it meant that there is a chance we could type the wrong email address at times at it not end up getting delivered.

    It looks like this feature has been missing for 7 long years, so I would like to see the "Planned" label back on this popular request!

    1
  • Shawn Liner
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    Who is confused by carbon copies? That term has been around since the 1950's I'm pretty sure, and I would imagine that it has been used with emailing since its creation. If someone is confused by the idea of that then that is an end-user problem. One thing that makes Zendesk so great is that to the end-users it looks like a simple email instead of some complicated ticketing system, so it is a bit crazy to think that the ticketing system that can automatically tweet a user's Twitter account with a trigger does not have the ability to automatically CC a non-agent user email address....

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  • Shawn Liner
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    @Jonathan, that seems irrelevant to the request here though.

    I understand other people may be making requests for something like the ability to "remove a CC," but that doesn't seem very important because the ZD agent should be responsible for making the decisions as to who gets CC'd and who does not or else they just need to disable CC and utilize the "target notifications" that are built into ZD. So really it is not a confusing process. It works similar to a BCC except that the ZD CC persists when the user replies. That seems really straight forward in my opinion.

    Even if everyone is confused by the whole thing, email is not changing any time soon, and I don't really want to wait another +7 years to have this feature :(

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  • Greg Bakken
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    +1 from us as a service provider.  we should not require agent licenses for our end-users to be able to add them as a cc recipient.  the manual work for this action is unfortunately pretty painful

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  • Paul Reeves
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    It's financially painful as well. We use CC to communicate to stakeholders per an SLA during escalations. WHEN an agent gets this wrong, it can cost us money and do real harm to a relationship. Now we have to rely on training and workarounds that all require an agent following a manual process to add the right people. Very lame. 

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  • Wes Shank
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    Do you have any idea of a beta timeline?

    1
  • Kristen Mirenda
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    Hi @all -- just wanted to let you know I've updated the official comment at the top of the thread. TL;DR we've taken a big step forward on the foundation to support this. 

    1
  • Kristen Mirenda
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    Hi @Aaron/Sergio -- I think this may be the article you're looking for? https://support.zendesk.com/hc/en-us/articles/203660866-Notifying-External-Email-Addresses

    As @Andrew has correctly explained, this specific feature is not currently in development. There is a different but related feature in development by another team that has reached limited beta. In the course of building that, they were able to take on some of the significant technical constraints that have been blocking end-user CCs via trigger/automation. Hopefully that beta will be soon be proven successful, and we will be able to move forward on this feature request. 

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  • Aaron Wasserman
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    @Avi - You've piqued my interest. Let me know when you've got a beta up and running.

     

    @Kristen - Thank you! Yes, I have been looking for this article :)

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  • David
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    @Avi, I'd be interested in the beta!

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  • Martin Leck
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    @Avi - Please include me in your beta testing. We're desperate for a suitable solution to this issue. Thanks.

    1

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