Trigger to set user on Cc as requester.

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3 Comments

  • Dan Ross
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    Hey Gasper,

     

    That's a tricky sounding situation.

    EDIT: This might be a bit different in practice if you're using the new CC & Followers experience Zendesk recently released, but I'm not 100% sure where the changes would apply, we haven't done the changeover yet. 

    The only thing I can think of here is a custom API integration.

    I'm picturing a server you'd need to setup that you could have a trigger use the Notify Target action to send the ticket ID of the newly created ticket where HR2 is the requester. You'd then want to take that Ticket ID and use it to call out to the Email CCs API endpoint (documented here).

    You can then grab the CC'd email on the ticket, and make a PUT call with your Ticket ID that you received initially and update the Ticket Requester attribute to be the user ID value you retrieved from the CC endpoint.

    If this trigger is setup properly, it should fire on creation and by the time an agent opens it, the operation should already by complete.

    Hope this gets you started in the right direction. 

     

     

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  • Gasper Jubani
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    Thank you Dan for the time you took on this. I will definitely give it a try,

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  • Brett - Community Manager
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    Triggers AMA has ended and comments have now been closed. If you have any Trigger related questions, you can create a new post in our Business Rules - Triggers, Macros, & Automations topic!

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