CC Customer On All Organisation Requests

41 Comments

  • lee spowart

    Hi All

    Many Thanks for all the help on this article, I personally have no idea what some of the code is doing but it works perfectly in terms of adding the CC users to out tickets which is critical functionality for us as we need to set default contacts for customer accounts especially when alarms come from monitoring emails rather than the customer directly. 

    I just have two problems that im hoping someone could help with. 

    1. On new ticket creation the CC user doesnt receive the email, the trigger is top of the list but the CC doesnt get added until after the notify requester of new ticket trigger so they dont recieve it, I assume due to the PUT request not reaching zendesk for a few seconds

    2. Ideally, I would like to check the requester field to ensure none of the CC's being added are also the requester if they are drop them from the CC list

    All this should be default in zendesk as customer default contacts are a very common feature. 

    Many Thanks

    1
  • Stephen Hill

    Hi- thanks for this! Was able to get it working in my instance here. Too bad there's no solution for the initial "email has been created" email, but something is better than nothing!

     

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Stephen - glad to hear you got things working better for you. 

    0
  • Jennifer Zou

    Hi Everyone,

    I want to forward the ticket to another Zendesk instance, so I am using an http target to forward the ticket info:

    JSON:

    {
    "ticket": {
    "subject":"{{ticket.title}}",
    "description":"{{ticket.description}}",
    "type":"{{ticket.ticket_type}}",
    "priority": "{{ticket.priority}}",
    "tags":"{{ticket.tags}}",
    "status": "{{ticket.status}}",
    "comment":"{{ticket.comments_formatted}}",
    "requester": { "name": "{{ticket.requester.name}}", "email": "{{ticket.requester.email}}" },
    "collaborators":["{% for cc in ticket.ccs %}{{cc.email}},{% endfor %}}"]
    }
    }

    However, only the first CC can be transferred to the new ticket...How can I get all CCs to the new ticket?

     

    0
  • Jessie Schutz
    Zendesk team member

    Hi Jennifer!

    I'm checking with the Community Moderators to see if anyone has an answer on this for you.

    0
  • Jennifer Zou

    Hi Jessie,

    Thanks! I have already solved this issue:) I will post a tutorial in the tips section.

    Jennifer.

    4
  • Jennifer Rowe
    Zendesk Documentation Team

    Looking forward to it. :) Thanks for doing that, Jennifer!

    0
  • Jessie Schutz
    Zendesk team member

    Fantastic! You're the best. :D

    0
  • Yamile Martinez

    Hi,

    Does anyone have an idea how i am getting a user notified for all tickets under an organization without any setup on my behalf or that user was also not cc in any ticket?

    Currently, my client is complaining about this but i cannot find why a user is being notified for all tickets without any setup.  Does anyone have a clue?

    Thanks,

    Yami

    0
  • Graeme Carmichael
    Community Moderator

    Yamile

    It is likely the user has clicked to follow organisation requests under my activities in the Help Centre.  You can assume the user’s identity to check that and either unfollow the requests on their behalf or talk them through the process so that they are aware of the option. 

    Following an organisation will automatically CC the user into all organisation tickets.  

    0
  • Yamile Martinez

    Hi Graeme,

    OMG!!! yes that was it; i was breaking my head trying to figure this out but thank you.  Our client placed a bug against this and was upset that i had not resolved the issue yet.  

    Thank you once again.

    Regards,

    Yami

    0

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