Add end-user as CC via Trigger or Automation

This is what I'm looking for as well. I have supervisors that are end-users that need to approve certain things before a ticket can be worked on and solved out.  I attempted making them a contributor just so I could add them as a follower through triggers to approve certain tickets based off tags, but in doing so, it makes all of their communication with the tickets as private/internal note. So the end user making the request can't even see their supervisors replies on the ticket.. allowing to add an end user as a cc in triggers would solve this for me.. and make sure that all communication is sent as responses in the tickets.

You can use the following workaround:

Set a webhook:

https://snowbit.zendesk.com/api/v2/tickets/{{ticket.id}}.json

Use trigger with the following JSON:

{

"ticket": {

//"subject": "{{ticket.organization.name}}",

"comment": {

"body": "Escalating with: {{ticket.organization.custom_fields.escalation1}}"

},

"collaborators": [

//"{{ticket.organization.custom_fields.escalation1}}"

"email@gmail.com"

],

"requester": {

//"name": "daniel",

//"email": "daniel@gmail.com"

}

}

}

Uncomment relevant sections and customize content.

good luck.

feel free to contact me if needed: daniel.shteingart@gmail.com

Has this be implemented yet? I have a client with over 500 locations. Each region has a number of locations. I need to be able to CC regional managers of the specific locations. Can this be done with a trigger or automation? 

It's quite possible that Zendesk will never implement the desired feature, as was explained in the previous post. Nevertheless, I would like to congratulate the thread on the occasion of its 14th anniversary. It was actually created on this day in 2009.

Zendesk will never implement this as it can be abused to sidestep the need for additional agent licenses. 

Triggers and targets can make a workaround but it's not a simple job for the typical zendesk user. 

We have the exact same requirement and glad to find its not unique. Many have requested this already since 2009 and 14 yrs on, its still not been actioned by Zendesk. 

Don't know what else will it take.

Hi 4665887228314 unfortunately this functionality lives outside the scope of my role. I've notified the email PM of the request and they will be prioritizing the request against the other initiatives on their roadmap. 

Thanks! 

Hi 4724860150682 I see you are still with the product and you provided an update last November on this request. Is this something on the roadmap now? This is one of the most sought features, please consider building this. I do understand the technical difficulty behind this but would be a great feature for many clients. Also, since it is offered by your competitors. 

Hi Nicole, this functionality request actually lives with our Email team. I've made them aware of this thread and the feedback has been captured. I'm sure they will chime in here soon! 

I've come to unfollow this post as I've now moved to Atlassian's Jira. It's simply magnificent.