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Add 'Remove cc' trigger/automation action
Posted Feb 13, 2012
Dear Zendesk
It would be great to have a bit more control over 'cc' functionality via triggers. In addition to being able to specify end users as cc on tickets via triggers (https://support.zendesk.com/entries/71421-add-cc-as-trigger-automation-action), please could you add a new trigger action 'remove cc'?
(Business case: allow the agent to send a one-off notification to another user, allowing them to add a on-time private comment to the ticket, but not copy them in on all future correspondence on a ticket. In the interests of streamlining agent workflow as much as possible, I'd like to automate this process.)
Thanks
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187 comments
Sorin Alupoaie
Hey everybody,
Great news!
Given the strong demand for this capability in the current thread, I decided to build a FREE app that would help Zendesk customers automatically remove all or specific CCs from any new ticket.
The app is work in progress, but you can register your interest from here.
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Patrick
@...
So, this app of yours presumably uses the API to look at tickets and remove CCs when set criteria are matched?
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Sorin Alupoaie
Yes, it will use a trigger & target to get notified of any new ticket, then the Zendesk REST API to remove the CCs as per configuration.
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Sorin Alupoaie
Great news!
Our app was approved by Zendesk and listed on the Apps Marketplace.
Always FREE for early customers.
Sign up to automatically remove the CCs based on your own criteria.
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Joshua Newell
This is a classic example on how Zendesk doesn't care on what their users think. We are trying to make their product better. 10 Years later and this is still in the maybe pile.
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Mathias Lakshøj-Hansen
I've ran into this issue a couple of times.
Right now we recieve a lot of emails, up to 200, from the same sender over an hour. Most of them are caught in zendesks spam, but because there is a mailgroup on as cc, which our supportmail is part of, a mailoop is created, so even more mails are sent. It's this that we're trying to stop.
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Jeffrey LeBlanc
Has there been any action on this?
My team needs the ability to strip out all internal users from the cc line and add them as followers at a minimum.
I see in preferences I can choose to select Follower and CC but not Follower or CC and rejecting all CC adds from our own internal domain for customer tickets would help our process greatly.
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