Using CCs as conditions for Triggers and Automations


  • Greg O'Neill SMC

    Hi Kyna,


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

    You can then trigger off any ticket with that organisation.

  • Kyna ( Team)

    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.


  • Greg O'Neill SMC

    Sorry Kyna,

    I thought that might have worked for you.


  • CJ Johnson

    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. 

  • Hawk Swearingen

    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.

  • Stijn van Esveld

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


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