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Using CCs as conditions for Triggers and Automations



Posted May 26, 2021

We applied the Email Forwarding feature of Zendesk so that emails received from customers through our external (non-Zendesk) email is integrated into our Zendesk platform by creating a ticket for each email.

When this happens, our external email address is included as a CC to the ticket. This email of ours is only a CC in the ticket as it is not a registered Support address on our Zendesk account. It simply forwards emails to one of our registered Zendesk Support addresses.

We want to make a Trigger or Automation with the condition filtering all emails we have with our external email as a CC. However, Zendesk only has the option to filter out registered support emails via the Received at condition.

It would be an easy solve for us if we just register our external email as a support email for our Zendesk account. However, adjusting the way our external email is set up may cause issues with how we receive emails so we are trying to avoid this.

Hoping that you could add CCs as one of the possible conditions for Triggers and Automations.


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15 comments

Hi Kyna,

 

You can create and organisation using your external email address's domain.

You can then trigger off any ticket with that organisation.

-3


Hi Greg, 

I tried your suggestion, but unfortunately did not get the expected result. If I do make an Organization specific for my external email address, where should I set the rules that would look at the Organization of the CCed email address? 

Would you know if there currently is a way for Zendesk to detect the organization of cced email addresses? I understand it only looks at the organization of the requester, in this case, our end-users and not the cced external email address.

Thanks.

2


Sorry Kyna,

I thought that might have worked for you.

 

2


Oh gosh I really, really could use this feature. CC's user tags don't even get added to tickets, so there's no way to action anything related to them. This would solve a big problem I have at the moment. 

5


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Hawk Swearingen

Zendesk Luminary

Upvoting this post as it is an issue we constantly deal with in our organization. We have sales members who email into our support addresses, but our actual clients are CC'd on the emails they send in, so they don't necessarily route correctly every time (since our sales members don't work with specific CS teams). 

Having a solution where we could somehow create logic on the back end to properly route tickets based on CCs too would be fantastic, in addition to when an email is sent to more than one support address.

3


Upvoting as well as we have quite some trouble routing emails correctly due to the lack of this option

4


We would very much like to create triggers based on CC email addresses.

 

Sometimes people are responding to a customer outside of Zendesk, but also CC'ing our main support email, which doesn't get picked up by our normal email routing (which is based on Received At).

4


Hello,

we also do need this feature.

We connected multiple e-mail addresses to Zendesk and routing them to a specific group with a specific prio by the condition "received at".

Unfortunately all the e-mails send TO a seller/sales person but with our Cutomer Service in CC are routed to the wrong group of agents in Zendesk.

We're having a lot of use cases within our 13 brands where customers sending something to the Customer Service in CC. All of these emails are currently falling out of routing triggers, making Zendesk useless.

Please add a feature to solve this.

2


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Casey Eisenberg

Zendesk Luminary

Upvoting this as well, most basic would just be to allow CC'd emails to add their tags onto tickets

2


Upvoting this as well as we receive emails of internally forwarded postboxes and would need a trigger based on the ccéd recipient. 

1


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Shawna James

Community Product Feedback Specialist

Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.

 

I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

 

If you are interested in learning more about this and other features being built please make sure to check out and follow our Community eventsWhat’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

 

Thank you again for your feedback and for being a valuable customer with Zendesk.

0


Team this is a huge pain. 
Upvoting this. Most basic would just be to allow CC'd emails to add their tags onto tickets

0


upvote = hoping it's not in production for 3+ years. 

0


upvote, def need this feature, I would use it immediately 

0


Also jumping in to upvote this case. We're set up heavy with a big number of brands. Having the “Received at (cc)” condition would be very helpful.

0


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