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CC all/select users in an organization when a ticket is created under that organization



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Kyle Pinkley

Zendesk Luminary

Posted Jan 19, 2021

When a ticket is created I would like the option to CC all users (or select users) in the organization anytime a ticket is created by another user under that organization.

I asked in Zendesk chat today (#626432) and was told this isn't possible and to post here (Zendesk Product Feedback forum). This is similar to https://support.zendesk.com/hc/en-us/articles/228431828-Can-I-automatically-CC-all-users-in-an-organization-.


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18 comments

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Matt Bagnara

Zendesk Product Manager

Hi Kyle Pinkley 👋🏻

Matt here from the Zendesk Product team. Thanks for your feedback. I'd love to learn more about your particular use case, can you please share why you would like to CC or select all users when a ticket is created under an Organization?

Best,
Matt

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This would be so useful! Found a similar feature that was beta in 2008 with no update since 2009...

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Hi @...

We have a similar need. Our software allows superusers to create tickets on behalf of the agency; however, if individual users manage to create tickets themselves, they need to be copied on the tickets automatically, as our team can't have to remember to CC a particular user or set of users for every customer we serve.

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We also have a use case to cc other end users while creating a new ticket. For e.g. our PO team submits a zendesk ticket but also want to cc users in other teams who don't use zendesk. There is an option  in Zendesk to add CC to the ticket ticket intake form  but it requires users to be  signed in first (and in our instance we do not require users to signed before creating a ticket). 


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Just here to echo other comments. As some of our clients want the entire staff to be able to submit tickets but also copy specific managers in all tickets, it is critical to have a clean way to automate the process. Our best solution currently is to manually add them from a separate list that always has to be accessible.

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This would be an amazing feature. There are some key leaders in orgs that want to have the ability to step in on all support tickets for their org, but it requires someone to manually CC that person (either the requester or assignee). 

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We absolutely need this feature as well.  Some of our clients have internal IT teams that need to see ever ticket their users open with us.

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As a user of Zendesk, I strongly urge the company to implement the feature of CC-ing all or select users within an organization when a ticket is created by another user under that organization. This will not only benefit me, but from the responses we have received, it is clear that many other users also need this tool.

The ability to automatically CC relevant parties in an organization when a ticket is created or updated can significantly improve communication and reduce manual tasks. However, to fully utilize this feature, it is crucial to have a system for organizing users within Zendesk. This is where the need for organizations becomes apparent.

By creating organizations and assigning users, we can easily CC all relevant parties when a ticket is created without requiring manual tasks such as forwarding emails or updating contact lists. This will save us time and allow us to focus on providing better customer service.

Furthermore, having organizations in Zendesk can provide valuable insights into communication patterns and help identify areas for improvement. By analyzing ticket data by organization, we can better understand common issues and work to address them proactively.

In conclusion, implementing organizations within Zendesk is not just a convenience but a necessity for many users. It will significantly simplify our processes and improve communication within our team and with our customers. I urge Zendesk to prioritize this feature for the benefit of its users.

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I would find this function usefull as well.

 

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This would be very useful when supporting larger companies with a large user base. It allows owners and key points of contact on the customer side to keep current and up to date on all of their account tickets without having to read through a list of tickets every time.

It also reduces the friction when those users do need to get involved in tickets where they were not cc'd by the end user who raised the ticket and will make it quicker for the support team and the customer to get to the resolution

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This is very important for us too - I've been looking at the need for a small group of external users act as submitters for other users' behalf (from other organizations), and CCing sounds like the only option.

That said, unfortunately, the cc is personal and not organizational.

Therefore we need some way for all other super users in the "super" org to be able to see the other users' tickets

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Same here, Having ability to auto CC team member or special groups (eg manager what to be cc'd on all tickets from their department), would be a great way to organize and further weed out false positives.

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Looking for this feature as well. A large client wants to keep tabs on all open requests without needing to log in. 

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FYI - You can do this if you have a webhook set up to be used in triggers. I have one set up where request method = put / request format = json. Here's a screenshot example of where I'm using it to CC a couple of internal CSMs on an account so they're kept updated on ticket comms. My webhook was initially labeled as “Internal Comment Automation” because that was my first use case, but I use it for other things like this now.

 

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Jake Warren  Does that mean you have to create one per organization and the recipient emails have to be hardcoded? If so, that's not a scalable solution at all :-( 

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Paul Biagio - Unfortunately, yes, and that's definitely a draw back

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Tim McLean

Zendesk Product Manager

Hey everyone,

Thanks for your feedback here.

Has anyone tried using Organization Subscriptions to notify agents when a ticket has been submitted to an organization? This feature isn't available in Agent Workspace but can be configured via Zendesk's API:

https://developer.zendesk.com/api-reference/ticketing/organizations/organization_subscriptions/

“Agents in an organization can subscribe to be notified whenever someone in their organization submits a ticket. The agents will be notified as long as they're allowed to see all tickets or the organization's tickets.”

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We have clients that would like to have specific users CC'd automatically into a ticket whenever they raise an Urgent or High priority ticket on their side. About to try the webhook solution, but from what I've seen in other comment sections it's not the cleanest and doesn't always work. And the shared org or special notification setups via triggers and targets is not a solution for this ask. +1 please for this feature. Looks like people have been asking for this for at least 16 years. Our biggest customers are unhappy about the inability to do this in Zendesk, and routinely ask for updates on being able to auto-CC their users or if we would consider using another support ticketing solution. 

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