Adding non-agent CC in Macros



  • William Chase Myer


    This is something that I have had to troubleshoot as well and is relevant to forwarding tickets to an external email address article. 

    You have two options from what I have been able to identify, well 3, if you purchase the app. 

    1.) Add CC manually while creating the ticket.

    2.) Create a trigger that activates an "email target" extension under settings in Admin view. (you can only have 1 email per extension/trigger) Guide here

    3.)  Purchase the email forwarder app on the marketplace for $5.99 per agent per month. 


    Ultimately, if the other team members are not integrated into ZD as an agent, at the very least, these will be your best options. Sadly, the easiest option would be #1. However, if you want to automate the process and you are willing to build the workflow and maintain it, option #2. 

    Best of luck!

  • Shanta Nathwani

    I second this feature. It would be nice to be able to forward requests that don't actually belong to us, but to one of our clients. We support their help desk, not their end users. I want to be able to copy their help desk so the end user doesn't have to start all over again. 

  • Ty Montgomery

    I third this. The feature would honestly save us so much time. The trigger is too specific. Adding a CC in macro's would be soooo much easier.

  • Yann Hervé-Bazin

    Yes, this is a must ! Please add this feature in macro's ! It would save my team so much time.

  • Glen Weston

    This would save a lot of time for my team too, please can we can get an idea of whether this is being considered by zendesk?

  • Jaïs Pingouroux

    I'm upvoting this.

    We are in a use case were we need to forward some tickets to endusers that we cannot convert to Light Agent (because we need them to stay endusers to create tickets with public comments).

  • Linnea Mulholland

    I'm upvoting this as well. Our team provides tier 1 support for some of our customers and tier 2 for other customers. Sometimes the users of the tier 2 customers email us and we have to forward to the tier 1 team. It would be very handy to be able to add the external team's email to the macro.

  • Eric

    I really hope this becomes a standard feature as it would be a time saver. 

  • Pete

    This feature would be very useful, so please consider adding it to Zendesk.

  • Jgarry

    our team would also find this helpful.  Please add!


Please sign in to leave a comment.

Powered by Zendesk