Add end-user as CC via Trigger or Automation

+1 - Having this capability, will make it easier to ensure that aren't missing a CC.

@matthew

Ok, so the simple one is here - it's based around removing ccs - but you can substitute and email in the blank space to replace them.  Officially unsupported, but as long as it does not after other triggers you should be fine - we use it for removing CCs.  For this you would need one target/trigger per recipient.

The more complex but possibly more helpful one is here - I'm not sure if I ever completed it - though I think the remnants are still in our helpdesk.  What we were planning to do changed and we did not need this.

@Andrew, I must not have read your previous point #3 very well the first time I read it.

Are you saying that Triggers can be set up to override CC's instead of appending them on a ticket? I was under the impression that Triggers would only send specific users a copy of the ticket instead of actually setting them as a CC on the ticket....if that is possible though, then you are correct in saying that it would be a decent work around for me to use Triggers.

It still wouldn't be perfect as you mentioned since it overrides instead of appending, but I would be okay with that if Zendesk is actively trying to come up with a more ideal feature. 

@Matthew - if triggers are not going to work for you, do you have an idea of what will? The most obvious implementation of this, and the most clearly requested, uses triggers.
Trigger/target will do what you are after using my previous point 3. We implemented a dynamic solution that reduced the triggers to only 1. Then one dynamic content and a trigger. Not 100% sure we completed it, but we had it operating.

Thanks, Kristin!  I appreciate the update and really look forward to additional updates from you regarding your teams progress on this as you resume your research into it.

Many others within this thread have mentioned that they suspected the reason Zendesk wasn't pursuing this feature might have to do with the use of the "Light agent" functionality. However, I don't see the two as directly linked. Having been subscribed to this thread for many years now, I've read the descriptions of desired use by countless administrators, and when taking those into consideration, along with our own needs, I think it's safe to say that the ability to auto-CC an end-user on an individual ticket is not really the same thing as providing someone Light Agent access.  

Having been subscribed to this thread for many years now, I've read the descriptions of desired use by countless administrators, and when taking those into consideration, along with our own needs, I think it's safe to say that the ability to auto-CC an end-user on an individual ticket is not really the same thing as providing someone Light Agent access.  

I sincerely hope that your team will come up with a simple and effective solution which will allow those many of us seeking this feature the ability to do what we are looking for, without the clunky workarounds, and without any intrusion to your agent licensing either.  

Thanks again!

Hi @all -- I updated the official comment at the top of the thread. Please check it out!

Adding triggers does not work for us. In our organization, if a Middle School student submits a help desk ticket, we want to automatically CC one of the students' designated teachers. The reason we need to do that is NOT because we just want the teacher to see that "xyz" was occurring, but instead, we actually need the teacher to be able to correspond and to provide updates for us on the ticket. Without that ability it means not only that we have to add the CC ourselves, but also that we have to manually lookup each students' designated teacher before we can even add the CC manually. So there are two extra steps for us without this ability.

Not done and very dusty feature request here.

I'm thinking there are several reasons this has not been done.

1) If the option is implemented as requested it can easily be used to avoid agent licenses. A bad business decision.

2) There is already a method that allows CCs to be done in a limited way (email target) - giving the functionality, but with enough manual input required to deter most abuse.

3) There is already a second method (adding CCs by target) that the advanced user can implement - with a downside that prevents widespread use/abuse (overwrites CCs rather than appending - though it may be possible to fix this)

4) There is a rethink of email functionality in progress - no point considering this change until it is in place - but I would doubt it will be added as an unlimited option.

The workaround in the original request is actually a perfectly functional option.  And if anyone is going to create triggers for 1000 organisations, they may as well create 1000 targets too.  Done and dusted.

I agree @Matthew Foval. It's absolutely ridiculous how long Zendesk has dragged their feet on this. 360 comments, almost 340 votes and 7+ years later.... and nothing.

@Jonathan, that seems irrelevant to the request here though.

I understand other people may be making requests for something like the ability to "remove a CC," but that doesn't seem very important because the ZD agent should be responsible for making the decisions as to who gets CC'd and who does not or else they just need to disable CC and utilize the "target notifications" that are built into ZD. So really it is not a confusing process. It works similar to a BCC except that the ZD CC persists when the user replies. That seems really straight forward in my opinion.

Even if everyone is confused by the whole thing, email is not changing any time soon, and I don't really want to wait another +7 years to have this feature :(