Trigger to cc non agents to a ticket

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19 Comments

  • Andrew J
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    Hello Rob,
    To work with the org. Add a tag to the org. Open the org and make a tag acme_cc or similar. This tag will be added to every ticket coming from a user in acme.
    The you'll need to create a trigger that when a ticket is created or updated, fires the target, basically as in that cc non agents article.
    Sorry I'm not at my computer do more advanced instructions. Let me know if you need anything else.

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  • Nicole - Community Manager
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    Hi Rob - 

    I should point out here that Zendesk does not officially support using triggers to update targets. It has the potential to create what's called a "race condition" wherein the system can attempt to perform both operations at the same time and the order can get messed up and create a loop. Basically, you can use the method suggested, but if it breaks or gets wonky, Zendesk won't be able to help you fix it. 

    That being said, you are by far not the only user wanting to be able to do this, and the product team is looking into ways to build this functionality into the system so that non-agents can be added as a CC without risking a race condition. You can read about that, follow for updates, and add your voice to that conversation here: 

    Add end-user as CC via Trigger or Automation

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  • Andrew J
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    Thanks Nicole, personally I've never seen race condition problems.
    In this case I was only thinking of notifications via trigger. These do not update the ticket and therefore don't trigger race condition issues.
    If you were wanting to add the person as a CC so that they could update the ticket you'd have a bit more risk, still never had a problem with this and we update tickets via trigger/target quite often.

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  • Aaron Cho
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    Any plans on making this possible soon (automatically add non-agents as CCs on tickets)? We could really use this feature. Possible options:

    • Open up the 'Add CC' for Triggers to all email addresses (not just agents)
    • Add an additional CC field under Organization to auto-append tickets for that Org (like currently done for 'Group')

     

    Thanks,

    Aaron

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  • Brett - Community Manager
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    Hey Aaron,

    No updates currently regarding this feature. It looks like we already have a Product Feedback post related to this so I encourage you to upvote and include your use case there: Add end-user as CC via Trigger or Automation

    Looks like one of our Product Managers provided an update regarding this feedback about a year ago. I'll try reaching out to see if we can get another update posted :)

    Cheers!

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  • lea
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    Hey, 

    It would be great if we'll have any time estimation for this feature or at least an update about whether this is in your scope for the future. If yes, please mention what plan would be able to enjoy from this feature. 

    Thank you!

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  • Brett - Community Manager
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    Hey Lea,

    No further information to provide regarding this feature and as far as I can tell this is not something that's currently on the roadmap. John was actually able to provide an alternative solution in the following comment which I encourage you to take a look at. It looks like some users have also used the Carbon Copier app as an alternative solution. I realize it would be easier to have this functionality as a native feature but hopefully, this helps until then.

    Cheers!

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  • Rob Wentz
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    Hi Brett, 

    On the thread you directed us to: Add end-user as CC via Trigger or Automation, I see several instances throughout that thread's 9 year history of something of the like of “I know this is on the product team’s radar to update soon” posted by someone from zendesk, but now you’re saying this is not something that’s currently on the roadmap?? 
     
    This is incredibly frustrating to hear. Which one is it? 
     
    The workarounds that I've tried which have been presented on that thread all share the common flaw - if one of those non agents who was ccd to the ticket responds it creates a new ticket.  
     
    -Rob
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  • Aaron Cho
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    I second what Rob said. Honestly, from a support perspective, being able to cc other non-agents at the account level is an incredibly useful feature. I don't understand why this feature request hasn't budged at all. We can already cc agents using triggers - why not just open this up to all users already in the system? You're more likely to cc other users (non-agents) at the account level on tickets versus internal users (agents). 

    Again, possible options that seem to be low hanging fruit for Zendesk:

    • Open up the 'Add CC' for Triggers to all email addresses already in the system (not just agents)
    • Add an additional CC field under Organization to auto-append tickets for that Org (like currently done for 'Group')

    I can't imagine this is a difficult ask of the product/dev teams there. 

     

     

     

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  • Brett - Community Manager
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    @Aaron and Rob, I may have misspoke when I mentioned that this is not currently on the roadmap so apologies for that!

    I did some additional digging on my end and it looks like this is something our product managers are looking into currently. Resources were directed towards the new CCs/Followers feature but now that this has been released, they are looking at new feature enhancements. This includes automatically CC'ing end-users automatically. I don't have an ETA of when this would be available, but do know this is something our developers are looking into now that the CCs/Followers functionality has been released.

    Cheers!

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  • James Pitcher
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    +1 from me

     

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  • Nook Hutasuwan
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    +1 this would really help

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  • Laura Lafave
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    +1 from me too - any update on the timing, Brett?

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  • Pat Patterson
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    +1 from us - we would love to have this feature...and when I say "we" I mean, our Support staff and our clients!

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  • Andrew J
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    I don't know how Zendesk could add an auto-add CC function - it would make it far too easy to abuse the agent licenses. 

    The article linked will cover most use cases where an actual copy is required to be CCed to a specific person or persons, as long as the number of recipients is not too high.  

    Any questions, let me know.  I will try to make suggestions for any specific use case variations.

     

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  • Aaron Cho
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    Andrew, why would this request make it easy to abuse agent licenses? We're asking to be able to cc non-agents. Here's the request I had posted 7 months ago:

    From a support perspective, being able to cc other non-agents at the account level is an incredibly useful feature. I don't understand why this feature request hasn't budged at all. We can already cc agents using triggers - why not just open this up to all users already in the system? You're more likely to cc other users (non-agents) at the account level on tickets versus internal users (agents). 

    Again, possible options that seem to be low hanging fruit for Zendesk:
    • Open up the 'Add CC' for Triggers to all email addresses already in the system (not just agents)
    • Add an additional CC field under Organization to auto-append tickets for that Org (like currently done for 'Group')
    I can't imagine this is a difficult ask of the product/dev teams there. 
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  • Andrew J
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    Hello Aaron, that is the point - it opens options to let 'users' operate as pseudo agents - therefore not paying for extra agent licenses. If this option is added, without some major limitations, it will result in unscrupulous account holders running large helpdesks with only a few agents and using non-agents (users) as unpaid agents.

    We've used Zendesk for about 10 years and could easily build out a workflow to avoid agent licenses if this were available.

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  • Aaron Cho
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    Sorry, are you representing Zendesk? Nobody has asked for what you're stating, and although I can understand the concern of "unscrupulous account holders running large helpdesks with only a few agents and using non-agents (users) as unpaid agents" - is that really what we're talking about here? No, it's not.

    We're asking for the ability to auto cc users at the Organization level for all tickets submitted for that organization. This is a common ask from our customers who typically want a project manager / some manager on their side cc'd on all support tickets. This ability to auto cc users is not possible unless those users are listed as agents. Now, why would we list customer users as agents in our Zendesk? Make sense?

     

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  • Andrew J
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    Nope - I am just another Zendesk user :)

    However I really don't expect anyone to come out and say "We'd like the ability to bypass our agent licenses". This is not what you are doing, but I've certainly seen other people planning workflows to do exactly this and asking carefully worded questions in the forums. 

    Obviously you can already send notifications to a non-agent for all ticket updates.  You are wanting the ability for them to reply?

    I believe there may be a way to do what you are wanting - though I haven't tested it in exactly this scenario.

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