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
Andrew J
@isaiah, this entire thread covers many requests. From a button to manually remove all CCs, to triggers to remove all, and triggers to remove single CCs only. Probably more specific points too. I'm some cases we can at least offer advice on how to address some of the issues.
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Sara Ledger
I need to be able to clear specific CC's from tickets. We have customers who will CC employees from my organization who are no longer customer facing or who will CC our company distribution lists that they guess or happen to know in order to try to ping the most people. It is time consuming to make sure the users that should never be CC'd be removed individually from each ticket and often various users on our team forget to remove them, causing communication issues in our company.
This is why we cannot use the clear all CC's workaround provided. We need to be able to remove specific CC's automatically.
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Isaiah Petersen
Andrew,
The same thing we've all been looking for for YEARS! What this entire thread is about.
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Andrew J
@sara @rom
What specifically are you looking for?
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ROM HIRSH
+1 more...
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Sara Ledger
+1
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Andrew J
Clear all CCs is easy to do with a trigger or automation paired with an http target. This is technically unsupported, but it works fine. You do need to ensure this does not overlap with other triggers or automations.
-1
Uri Argaman
I know this was requested 9 years ago, but I could still use it. Any chance a 'clear all cc' action will be added?
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Kurt Townsend
Hi, yes I agree. Maybe a rule to get rid of all cc apart for the assignee or whoever specifically is on that ticket. It is rather distracting to have to see all these emails from my team and vice versa.
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Deb Watterson - AMP Admin
8 years and still nothing? Not even a button to remove all ccs?
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