Add 'Remove cc' trigger/automation action
Dear Zendesk
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.)
Thanks
-
+1 this would be very helpful.
Our use case would be similar to a one time comment, as we often need input from co-workers or other departments, while at the same time they don't need to be CC'd on everything else (they're usually not involved and don't care beyond that point). Manually removing the CC after requested help has been given is not user-friendly and is tiresome.
Cheers
-
+ 1 here - Customers often add our team's DL email to cc (usually in an attempt to get a faster response 😊), so we want to remove this automatically on any ticket, otherwise the whole team keeps getting emailed updates.
-
+ another one.
This is one of the more widely asked for features I have seen in the community. Is there any development on this? I can see there was quite a lot of active discussion from Zendesk 2 years ago but not so much recently.
Did anything come of an EAP?
The Trigger/API method works for me at the moment, but ideally I would like to remove individual collaborators.
i.e. if email exists in collaborator list, then remove from the string
-
+1
-
+1
This will avoid us so many problems and doubled up communications!
-
+1 If we cannot have a remove trigger then allow us to have the ability to remove a specific collaborator. With tha functionality we can work around this.
Please sign in to leave a comment.
156 Comments