Add 'Remove cc' trigger/automation action

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Rob Eyre

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

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      Lester

      +1 for this too.

       

      We have users who cc their own Support team who use Zendesk.  Chaos ensues as the various ticket systems send acknowledgements  

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      Jeremy Holmes

      It is understandable that this takes a good bit of testing, but this feature has potential benefits across multiple scenarios. It is also one that seems that there would be greater progress on it since this thread is almost 7 years old. Is there any possibility we will see this in the next few months? 

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      Kristen Mirenda

      Hi @rodney -- we have no further update at this time.

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      Rodney Finlayson

      Hello @Kirsten and @Nicole, 

       

      Any update to this feature request ?

       

      Thanks

       

      Rodney 

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      Kristen Mirenda

      Hi @joy -- the status remains the same as on May 11. The foundational work is still in beta, and there is no specific plan at this time to implement the requested feature.

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      Joy Vincent

      Hello @Kirsten and @Nicole,

       

      It's been several months since your last update on this feature.  Can you provide a status and eta here?

       

      Thanks!

      Joy

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      Aaron Schweitzer

      +1 for this feature.

      Being able to remove cc's on ticket creation (vs update as indicated in the HTTP target workaround) as well as adjust specific cc's would be ideal.

      Given that all other notifications are Trigger - driven, it seems intuitive to do the same with these.

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      Chris Ready

      We really require this feature and as a result are using the HTTP target workaround posted in this thread.

      Unfortunately we've found it's not 100% reliable - sometimes when we action it via a trigger, the CC gets removed in the back end but not on the GUI. Then the agent will add a follow up note and the CC gets inadvertently added back onto the ticket. 

      Has anyone had a similar experience and found a fix? 

      The CC in this case is a Light Agent who we are @ mentioning but no longer which to have them CC'd on the ticket after the @mention. 

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      Jeff Ma

      If it hasn't already been said, I would like to add the option to remove by domain. Our use case is that our employees are trained to CC everyone when creating tickets in the past. But as we move forward, it would be nice to know that if it came in from our e-mail domain, we can just remove those but keep any CC the customer might have added.

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      Jalle van Goor den Oosterlingh

      Thanks for the update @Kirsten!

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