It would be great to have a bit more control over 'cc' functionality via triggers. In addition to being able to specify end users as cc on tickets via triggers (https://support.zendesk.com/entries/71421-add-cc-as-trigger-automation-action), please could you add a new trigger action 'remove cc'?
(Business case: allow the agent to send a one-off notification to another user, allowing them to add a on-time private comment to the ticket, but not copy them in on all future correspondence on a ticket. In the interests of streamlining agent workflow as much as possible, I'd like to automate this process.)
Please sign in to leave a comment.