I know there is currently no way to do this natively however it is a need that we would need to scale Zendesk on our end.
We have multiple teams in Zendesk who have different tasks. Sometimes they need to be working on the same request at the same time but are doing completely different tasks.
Scenario: Our customer emails one team and cc's another (both emails are support addresses fed through Zendesk). Only 1 ticket is created however the second team never gets notified, nor is a second ticket generated. If it was an external email system, an email would be sent 2 both parties and in this case it is not.
I know there are apps to help however that's leaving it up to the agent to recognize that another team was cc'ed and leaves a lot of room for error. Any help or ideas how to address this without using a 3rd party app that can't be automated?
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