Why can we not add a user cc to a ticket with a macro?

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10 Comments

  • Carsten Falborg
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    Hi Adam

    There is no native way to add an "outside" person as CC via a macro.

    Without having tested it i would have the macro add a tag, then have a trigger that calls a http target. That target should "write" back to Zendesk through the API and add the CC that way. The trigger should also send an email to the CC - Possibly through an email target.

    //Carsten

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  • Andrew J
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    Hello Adam,

    You can add agents as CCs via a macro.  I imagine there is potential for helpdesk owners to abuse an easy to add CC feature for other users in 

    Outside of this, you can use targets to add a CC.  Obviously this is only workable for small numbers of users.

    See article here

     

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  • Adam Boggs
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    @ AndrewJ

    Explain what you mean by "use targets".

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  • Lester
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    Depending on what you are looking to do. I used this to ensure that specific customers were cc'ed on requests:

     

    https://support.zendesk.com/hc/en-us/community/posts/205750118-CC-Customer-On-All-Organisation-Requests

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  • Andrew J
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    Hello Adam,

    To do this, you are going to need more than a starter plan - if that is what you are on, you don't have most of the advanced options.

    For a demo of using a target, see this one: Removing ALL CCs from a ticket via a Trigger/Target

    Then have a look at that other article I linked to in my first comment.

    I'm no great expert on these - but if it feels way beyond you too - just ask back.

     

    -1
  • Andrew J
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    Lester's suggestion above is actually one I was looking for - should be more specific to what you need :)

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  • Martin Meraner
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    I would also rather have an easy solution to add an external email address as CC via a macro. Don't get why this cannot be done directly there. Clearly a huge minus for automation with macros. Hence I will craft an Outlook Quick step, if Zendesk is not able to.

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  • Jason Richardson
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    I would second (well fourth) that, I would love to CC my non-tech leadership on special requests, but they are not users and shouldn't need to be.

    1
  • Scott Stephen
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    Agreed.

    Need to be able to "add CC" to more than just agents.

    We have groups that need to be notified (not just able to view) on every ticket created by a member of that group.

    It would be nice to be able to add these users through the macro system.

    2
  • Nicole - Community Manager
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    Hey Scott, Jason, and Martin - 

    Thanks for the feedback! I encourage you to share it over in the Support Product Feedback topic, where other users can more easily find and up-vote your suggestions. 

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