Conditional information in email templates



  • Dainne Lucena
    Zendesk Customer Care

    Hi Björn Dahlin!

    We don't have a trigger condition yet that would help detect if a CC was added to a ticket. I did see a feature request for it which you can check out: Using CCs as conditions for Triggers and Automations

    Your option at the moment is to manually tag these tickets if there's a CC or not. For example, with the help of macros, you can add tags to these types of tickets with CCs. Using the tag you added, you can use that as a trigger condition for your trigger "Notify sales of updates".

    Hope this helps!


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