We have a trigger set up so that for every new ticket created by a customer emailing us, all agents receive a notification email with the ticket number.
However we've noticed that if an agent was cc'd by the customer on their original email, the agent doesn't receive the ticket creation email from Zendesk.
That's probably quite a useful feature for most people (so that you only receive one version of the email, not a duplicate from Zendesk as well). However my colleague would ideally like to still receive the ticket creation email from Zendesk so that she has an easy link to find the ticket.
It would be great if in the future, you could choose whether or not you want agents to still receive the ticket creation email from Zendesk if they were cc'd on the original email from the customer.
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