Removing ALL CCs from a ticket via a Trigger/Target

26 Comments

  • Edwin Schukking
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    This is great, thanks.

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  • Jennifer Rowe
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    Awesome! Thanks, Andrew.

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  • Casey Dover
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    Andrew when I test the target I get the following box. what goes here?

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  • Andrew J
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    You don't test that target - just make sure you have the URL right and test it on a test ticket with the trigger

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  • Greg Geary
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    Weird - It is not removing the cc's after creating the target, trigger, and then adding the tag to a ticket.



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  • Andrew J
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    typo in target url - should be 'tickets' not 'ticket'

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  • Greg Geary
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    That did it! Thanks Andrew

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  • Alex Zlatkus
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    I followed the above instructions and got the following error.

    Please help.

    Thanks!

    Alex Z



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  • Andrew J
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    Looks like some authentication error - are the username and password you are using admin ones?  There might be an option for this type of access to be turned on for the user - can't remember sorry.

    @Jessie @Colin - any other ideas?

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  • Jessie Schutz
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    @Alex - Yeah, the only thing I can think is that there's something wrong with the username or password that you're entering. Colin or someone else might have more insight though...

    I would like to ask you to please review your screenshots and make sure that there isn't anything in them that shouldn't be posted publicly, like an API key or something like that. If there is, let me know and I can take the screenshots down right away.

     

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  • Alex Zlatkus
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    good idea! I took them down. As for the problem I will check to make sure the username and password it correct

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  • Jessie Schutz
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    Excellent! Let us know how it goes!

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  • Hamish
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    Hi Andrew

    Thanks for this tip - I really like it.

    Would it be possible to remove one particular user from a ticket if they've being CCed on the ticket, leaving everyone else on there?

    For example, I have two 'email' addresses I receive emails at - one which goes to Zendesk, and one which is a regular email account.

    Often, customers will message both my email and Zendesk accounts. I want my email removed from the Zendesk ticket (but keep other 3rd parties on the ticket as a CC if they've been CCed initially). Hopefully this makes sense.

    Thanks!

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  • Andrew J
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    Hello Hamish,  that may be possible.

    I found this code I just suggested to someone else a while back - I havent confirmed if it is the right syntax

    {"ticket":  
    {"collaborators": remove;'name@domain.com' }
    }

     

    In fact I'm fairly certain this is totally wrong

    @wes  - can you help?

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  • Hamish
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    Thanks AndrewJ - I've had a play and can't for the life of me get that to work (although your suggestion is exactly what I want to achieve).

    I'm a bit out my depth here though so it's a bit of trial and error....

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  • Wes Drury
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    @Andrew - I'll see if I can get caught up here but not that familiar with http targets.

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  • Andrew J
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    @wes thanks!

    I've played a little but my JSON is barely existent.

    From what I can tell, there should be a way to get the existing collaborators, then subtract the given email address from it.

    Let me know if there's anything I can help with.

     

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  • Hamish
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    Hi, sorry without wanting to hijack this thread, does anyone know a developer I could work with to get to the bottom of this CC issue?

    Thanks!

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  • Anna Everson
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    Hi all -

    Unfortunately there isn't going to be an easy solution for removing one user from the list of CCs on a ticket. I'm fairly certain it's not possible since it would typically take two API calls (one to get the list of CCs and one to reset the list.) 

    There is an established feature request for CC functions to be added to triggers/automations, so feel free to add your thoughts there:

    https://support.zendesk.com/hc/en-us/community/posts/203429686

    If this is an absolute deal-breaker, you could look into possibly utilizing liquid markup in the target. I'm not certain this would work at all, and it would beyond the bounds of support to help you on this.

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  • Peter Rifkind
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    Does anyone know if this still works?  I tried to reproduce the workflow, without success.

     

    Edit - I figured it out.  It's super helpful that there's a "Target Failures" tab within the API channels menu.

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  • Nicole - Community Manager
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    Hey Peter!

    Thanks for letting us know that you got it sorted and what the resolution was. :)

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  • Scott Franke
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    Is it possible to use an API token for authentication in the HTTP Target? I've tried with an existing token we use for other API calls but I'm receiving a 401 HTTP response code for Unauthorized.

    Has anyone had success using an API token for this or any other HTTP target back into Zendesk?

    Thanks!

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  • Devan - Community Manager
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    Hello Scott,

    So regarding this snafu you are running into if you are hitting the Zendesk API, you would put the admin’s email + /token in for the username and the API token for the password.

    User: `admin@companyname.com/token`
    Password: `[api token]`

    I've also included a small guide that touches on the topic a little further in case you need more help down the line.

    Let me know if this helps and please reach out of there is anything else we can troubleshoot for you. 

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  • Scott Franke
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    Thank you, Devan. That did the trick. I was prefixing the API token with 'token:' in the password field but adding it to the end of the user makes more sense. Cheers!

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  • Devan - Community Manager
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    Hello Scott,

    I'm glad it worked out for you! If you run into another tricky moment, let us know, and we'll do our best to get you a solution. 

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  • François Auclair
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    Thanks Devan for your explanation. It works!

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