Add end-user as CC via Trigger or Automation

480 Comments

  • Jean

    Jon Thompson,

    While your reply is perhaps a bit hash, I too feel your pain, and I really would like this feature to be implemented.

    The fact that one customer support agent says it's not on the roadmap somewhat worries me, but at the same time, this issue seems so easy to fix/implement, that it could be added whenever they feel like it, at least that's what I hope.

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  • Jeff Callahan

    Jon

    Thanks for posting the support workaround - this worked perfect for me!

    Basically i'm looking to alert Account Managers and Executive  Management when the TIcket Priority is greater than Normal or the Custom field "Escalation" is checked.  I simply created emails groups and  corresponding EMail Targets.  I then created Triggers to perform a "Notify Target" and included '{{ticket.comments_formatted}}" in the message.

    I actually prefer this to a CC.  We manually cc internal people on tickets and somethimes they simply Reply to All and unknowingly update the ticket.  thankfully there has been nothing damaging.

     

    Regards

    Jeff

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  • Jon Thompson

    As I posted the harsher email, I also must post a better one..

    Despite my very public posting, and harsh wording, Jeremiah has been very patient with me. It was I that didn't understand the power of the email target solution that he suggested. While it isn't as powerful as cc'ing every ticket, it is still a very useful tool. In this instance, I opted to create a base camp target rather than email, as this is preferred by the client.

    As you can see in the reply I am copying to the forum, he states that the functionality "Adding CCs as a trigger action" is planned for this quarter, and that he misspoke about it not being a planned feature. I'm excited to see this. Considering, that CCs as a trigger action is already technically enabled, I interpret his statement as the features described in the later portion of this thread.


    Jon,

    Let me apologize I didn't see the "Planned" flag and apologize for giving you incorrect information and saying that it was not on our foreseen roadmap.

    According to our Product Team we are planning to deliver this functionality "Adding CCs as a trigger action" in Q1 of this year.

    I can completely understand how seeing 2009 but "Planned" could be confusing and again I apologize for giving you incorrect information by saying it was not on our roadmap - I can assure you it is, again in Q1 of this year.

    Please let me know if you have any additional questions.

    Sincerely,

    Jeremiah Currier | Customer Advocate |  support@zendesk.com

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  • Jennifer Rowe
    Zendesk Documentation Team

    Jeff, glad to hear that the workaround worked for you. If you think it's an alternative other users might be interested in (even with the CC trigger action coming) maybe you can post it as a tip in our Community Tips forum! That would be awesome.

    Jon, thanks for posting the update (and much nicer comment)! :) Really glad to know the feature is truly planned--and soon!

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  • Adam Stern

    Just adding my two cents that CCing a non agent would solve my problem at hand as well and I'm glad to see that it is planned to be deployed Q1.

    I tried using an email target but the fact that replying to the email just opens a new ticket made it a no go.

    Anybody have a work around for this until the new functionality is out? All I need is the email target to be able to respond with a comment.

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  • Jean

    @Adam, the only "workable" solution we've found is to include a warning in the e-mail that replying doesn't work, and to include a link to the ticket. We too are anticipating this feature, as it will greatly help our customer needs.

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  • Nathaniel Galimore

    Is there an updated eta on this feature?

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  • Joost Saanen

    Any update?

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  • Adam Stern

    Yes, this would really help us as well. Are we still on track for Q1 release?

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  • Thibault Mortier

    We are desperately waiting for this FR especially for Organisations which require notifications to a Group and not to the user who opened the case. Very interesting in case the end-user is on holidays and his colleagues can reply on his behalf.

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  • Adam Stern

    Any update on this? The workaround we have in place is a bit buggy and this would make life much easier for us.

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  • John Howarth

    To be able to configure an automation that added a CC of an End User or specific email address (rather than just an Agent) for tickets belonging to a particular Group would be great.

    I look forward to seeing the day this minor requested is implemented in what is otherwise a superb product.

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  • Jonathan Spiva

    +1

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  • Marissa Maldonado

    Yes to this being added! The current work around with setting a target and then notifying target has many flaws including still having to manually add them under cc if you want them to be part of the conversation within the ticket. Also gets messy and complicated if you want to notify them when the ticket closes/etc. It ends up sending them many unnecessary emails which they can't even respond to. This is a huge feature that is missing from the Help Desk. Please add this soon!!

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  • Adam Stern

    Marissa, that is the exact same workaround we are doing and it is less than ideal as you noted.

    So guys, any update. It was stated that this would be deployed Q1. Can you at least get an estimate on when this may be coming?

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  • Nathaniel Galimore

    Hello any update on this?

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  • Stephanie Bryne

    +1 - We really need the functionality to have a Trigger CC an end-user. Our end-users are all internal customers. I have admins that need to be CC'd on every ticket within their resource unit(Organization). They need to be CC'd because their guys do not always tell them when they send a request to us. And to ask them to always have their zendesk open on the organization tab constantly refreshing it is obsurd. We also have two admins that share an organization and I need to be able to CC each one based on who the requestor is of that organization. 

    It's very time consuming and tedious to list out the people needing to be CC'd on each request. If we could set up a trigger it would save us a lot of time and it would save our end users a lot of frustration.

    I do understand that a drop down list with all of our end users would get long. So why not have an open text field. There is an open text field in blacklisting certain email addresses from being CC'd. 

    I really don't understand why this can't be done. This request has been around for nearly 4 years.

    Can someone please explain why this will not be implemented or if it will be, when?

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  • Jose Ceppi

    +1 on this one! We have several end users that request us to CC other email addresses always when we send them new tickets. Given that we have so many end users, it is hard to remember which ones, hence this would really improve our customer service

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  • Shannon Brown

    Another +1 for adding a simple text field for CCs to the triggers. I have triggers set up for each org we are working with, and they want their org PMs to be copied on all tickets, but as of now, the ability to CC a particular end user email is not possible. 

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  • Lindsay Ward

    When will this feature be available.

     

    Thanks

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  • Chris

    Please advise on the status of this request?

    From Jennifer Rowe:  Jon, thanks for posting the update (and much nicer comment)! :) Really glad to know the feature is truly planned--and soon!     January 10, 2013 09:22

    That was 8 months ago.  PLEASE provide a definitive timeline.  I don't want to implement a work-around, if the actual feature I want is going to be rolled out in two weeks.

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  • Jennifer Rowe
    Zendesk Documentation Team

    HI Chris,

    Yes, the projected timing Jon reported above from his support ticket obviously didn't happen.

    There is no update from the team to report right now. Sorry I don't have better news.

     

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  • Maggie Karshner

    +1, specifically for being able to CC end users. Our use case is basically the same as the original post. 

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  • xdoomx

    Now that we can all CC end users, you realise that their replies are PUBLIC?

    As opposed to a light agents replies being private.

     

    So basically you now have the ability to cc any one of your customers (in our case over 5000) on a ticket by mistake and have them respond to a ticket directly to a customer!!!

    This is potentially catastrophic.

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  • Adam Pepper

    Our requirement isn't for an End User to be CC'd on a trigger or automation - but something a little simpler.

    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.

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  • Adam Pepper

    Jake, thanks - that should do the trick nicely. I think it's even better than what I asked for!

    Is this documented anywhere? A mention at https://support.zendesk.com/entries/20049342 would be helpful.

    We currently don't have any sharing options for organisations or people, they vanished about a month ago after we imported from csv. Coincidence? It wasn't a priority then and I clean forgot about it, so I'll log a call to get that sorted.

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  • Wes Drury

    @Jake - You may want to mention this is not available yet for the new Help Center.  There is not such thing as of yet called "Organization Requests" in the new Help Center.  Just a note as Adam may be on Help Center as I thought he mentioned they just went live on another thread.

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  • Adam Pepper

    Thanks Wes, good spot! We are indeed Help Center users.

    Is there an ETA on when we might have this, or similar, functionality?

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  • Wes Drury

    @Adman - Sorry but the standard response from Zendesk is that this feature is planned but no ETA at this time. 

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  • Николай Чекунов

    +1

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