Remove Follower and/or CC for ticket update per trigger/automation action
Actually it isn't possible to delete the Follower and/or CC on a ticket automatically, by updating the ticket.
It would be very helpful, time saving and efficient if this process could by handled automatically and not manual. Each manual process costs time and can be failing.
We would like to remove the Follower and/or CC for special users/organisations.
Is there a way on Developer stage to think about a set up for this action?
Thank you.
Bianca
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Hi @...
Maybe the Notify Target action in triggers and automations may help.
You'd need to be able to define the condition which would require the removal of all CCs, then define the JSON body to clear the CC and follower fields, including the collaborators, which would look something like this:
{
"ticket": {
"follower_ids": [],"email_cc_ids": [],"collaborator_ids": []}}The setup required for this is described here:Note that Zendesk is just another "external" target in this context. My setup for a target to update Zendesk tickets is:
The URL is ending with https://<yourdomain>.zendesk.com/api/v2/tickets/{{ticket.id}}Yours trulyPeterP.S. Thanks, @Oliver Tietze for the collaborators tip.
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Thank you very much @..., we will check that at our end!
Bianca
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If you want to retain certain but remove others (always static per trigger, though) have a look at:
https://developer.zendesk.com/rest_api/docs/support/tickets#setting-followers
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@... thanks for that useful workaround. We suffer from plenty of problems caused by the Zendesk integrated instransparent automations, especially with merging tickets.
Rolling out your solutions we realized that the tickets remained with a "CC" shown in the ticket.
Adding "collaborator_ids": [] fixed this. You might want to mention this in your original solution.
As far as I learned, if a collaborator is present, this is turned into a follower or email cc by Zendesk. But deleting the followers and e-mail CCs will leave the collaborators intact and strange things happen (the ticket shows NO 'email_cc_ids' in the object (retrieved by the API) BUT the frontend shows the CC user still in the form (and no change visible in the events log).
Resetting collaborators obviously removes it from everywhere.
Regards
Oliver -
Thanks, @..., I integrated your extension.
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