Add end-user as CC via Trigger or Automation

Hi @Mark Hinson!

Follow the next steps:

1- Go to configuration -> extensions
2- Add destination -> HTTP destination
3- Add a title for the destination
4- Add the following url: https://subdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json to update the ticket that enters zendesk.
5- Add the PUT method
6- Activate authentication and place the administrator user of your account to use the extension every time it is executed.
7- Save the extension.
8- Go now to the triggers and add a new one.
9- Place your conditions according to the case.
10- In the actions of the trigger call your extension by selecting the option "Notify destination" and add in the text field that shows the json to update your ticket, within this json what you will do is pass the id of the end user with the instruction "additional_collaborators". Example of this json at: https://developer.zendesk.com/rest_api/docs/core/tickets#setting-collaborators
11- Save the trigger and you're done.

Each time this trigger is executed, the CC will be automatically added to your ticket.

Considerations:

If you want to add those id dynamically you can create a custom field in the ticket and take it from there every time you enter a request, instead of placing the id manually in the json, you will pass the ID of the custom field with "custom_fields_123456789".

I hope I've helped.

Regards!

hi Kristen,

Is there any update on adding end-users as a cc via a Trigger or Automation via their user id or their email?

I can see ideas recently added by @Avi to do this via an App or @Jhoan to do via webhook/JSON

@Jhoan, can you provide more info on your Webhook/JSON method as that sounds like what I need.

thanks, Mark

+1 need

If interested, my app, Carbon Copier, is live on the Zendesk Marketplace.

While it doesn't add a trigger action for end-user CCs, it adds a custom field to Users & Organizations. When you add end-user email addresses (or User IDs) to them, they're added as CCs when a ticket is created for that Org or Requester.

@gal, drop me an email (from my last comment) and I'll send you the details.

@avi - we would also love to help testing. This can be a real time saver for us!

@sonja, @martin, @david, @aaron. The app is pretty basic and in a working state. I wasn't able to get it working with triggers, but it creates a custom field on the User & Organization level. If you add comma separated emails (or user IDs) to the fields, when a ticket is created for said Organization or Requester, those end-users listed are added as CC's (basically it's sets up the fields, target, and trigger for you so you don't need to do any of the configuration). If that's interesting to you, let me know (aviwarner@gmail) and I'll send you a link to the app. You'll need Professional or Enterprise to install it as a private app. 

@avi - would love to help beta test and hear more about your progress.

@Avi Yes, the mails are valid but it is actually how you clarify in the end, if you do it like this, you can fail later because a user can change mail, more feasible is by the user ID, this functionality I develop it and in the Nowadays he runs me without problems. Successes!

 @Aaron, @Martin, @David. Good to see some interest (and maybe some help testing things out). I'll post details when things are up and running. 

In the interim, @Jhoan is totally right. This is definitely do-able with webhooks. 'additional_collaborators' works with an array of email addresses too, so you don't strictly need to look up their user id (although it can cause some weirdness if the emails change on the user I'd imagine).