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How to notify only CC's users

Answered


Posted Dec 08, 2021

Hi,

I have a problem about CC's email notifications.

In my triggers, when requester update his own ticket, i'm not sending email notification to requester.

The problem is that we can't send email notification to CC only, the only available object is (Requester and CC).

So my question is : Is there a solution to send an email to CC (and not requester), when requester update his own ticket ?

And if not, when requester update his own ticket, is there a way to notifiy requester + CC only if ticket have 1 or more CC ?

I hope you will understand my problem, English is not my native language.

Thanks a lot for.

Ruddy


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11 comments

image avatar

Lou

The Product Manager Whisperer - 2022Community Moderator

It's my understanding that CC's automatically receive an update any time a ticket is updated by anyone. Depending on if the CC is an agent or not will determine what they see (private vs public). Have you looked at your events to see if a notification was sent to the CC?

https://support.zendesk.com/hc/en-us/articles/4408822451482-Using-CCs-followers-and-mentions

0


Lou

I don't think I was clear enough in my explanations, sorry.

I have a trigger that notifies the requester only if it is not the requester himself who is updating the ticket. But in this case, I fail to notify only CCs

0


image avatar

Lou

The Product Manager Whisperer - 2022Community Moderator

I definitely don't understand. Both of those notifications are native to Zendesk as I understand it. The requester will always get notified if someone else updates the ticket, and the CC will always be notified of any update.

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image avatar

Lou

The Product Manager Whisperer - 2022Community Moderator

Found this article:

https://support.zendesk.com/hc/en-us/articles/4408843866394-Customizing-default-email-notifications-for-CCs-and-followers

As far as our setup, we just have Email user (requester), but the CC always gets updates.

0


Yes, but i modified the trigger with the condition :

Requester isn't Actual User 

This condition allows me not to send the requester their own response. But the CCs do not receive a notification either, which bothers me. I tried to made another trigger to notify only CC, but it seems to be impossible

0


Hi Ruddy and Louis –
 
You don't need to add "Requester is not (current user)" at all – Support suppresses emails to a user if the ticket update is from that same user – see the Notifications: Email user entry here: Trigger conditions and actions reference

So when a requester updates a ticket (with a public comment), a trigger that fires that includes the Notifications: Email user - (requester and CCs) would normally send notifications to anyone CCd on the ticket, but not to the requester, because that will automatically be suppressed. 
 
Does that help clarify things? Or have you seen different behavior?

0


Hi @...,

Thanks for your quick answer.

However, it doesn't work for me and i don't know why... I think it's my fault but i don't know why.

When my requester updates his own ticket (in Guide), a notification is sent to his email (which is not suppressed).

I really don't understand where my mistake is. I will investigate :(

0


Was there any resolution to this? I am also struggling to have this occur. My trigger is not automatically suppressing the email alert to the requester when they make an update on their ticket.

0


Action Email user - (requester and CCs) is never suppressed when someone is making a ticket update via Help Center channel.

Email suppression rules only apply to a trigger when the requester/CC uses Reply All via Email channel.

Key Points from Zendesk Documentation

There's a known limitation for using the Email user + (requester and CCs) action and the Ticket + is + Updated conditions in triggers. When used together, Support suppresses emails to a user if the ticket update is from that same user. This is expected behavior to eliminate redundant emails.

The Email user + (requester and CCs) action is also suppressed when the ticket is being updated (not created) ****via email**** <--- this is the key point

 

To address one of Rudy's original questions, "...when requester updates his own ticket, is there a way to notify requester/CC only if ticket has 1 or more CC?"

I think this is possible but would just be a bit involved. Something like this might work:

1. On ticket update, via webhook to Zendesk API, conditionally update ticket with a tag using liquid if CCs list has >1 name

"additional_tags": "
{% if ticket.ccs.size > 1 %}has_multiple_ccs{% endif %}
"

2. Have separate "notify requester/ccs" triggers. If tag is present, notify everyone/including requester. If tag isn't present, only notify requester

0


Hello - this issue is causing us inconvenience too.  Until a few days ago we used the legacy CCs system, and we were able to add a comment to a ticket via the web interface without an email going to the Requester if it was the requester adding the comment - but still send an email to the Assignee and CCs.  We rarely use email to add comments to tickets.

Since we turned on the Followers & CCs feature this week, it seems that Requesters are forced to get emails with their own comments too, when using the web interface.  Which is pretty annoying when it happens dozens of times a day.

It looks like we can turn off the Followers feature, but then we have to go and update all the triggers & rules manually which were automatically updated when we switched.  So I guess it may be easier to keep receiving the unwanted emails but use an Inbox filter to delete them.

Any solution that would allow the emails to be suppressed at Zendesk's end would be very welcome though.

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image avatar

Elaine

Zendesk Customer Care

Hello Trevor,
 
Thank you for reaching out and sharing your concerns regarding the new Followers & CCs feature. We understand that the change may be causing frustration, especially with the increase in unwanted email notifications.
 
Currently, the system sends notifications to requesters when they comment on their own tickets, which is intended to keep all parties informed. However, we recognize that this can be overwhelming in practice.
 
To address your concern, there are a couple of options you can explore:
 
  1. Adjust Notification Settings: You may want to look into adjusting the notification preferences for your team. This could potentially help reduce unwanted emails.
     
  2. Filters in Email: While you mentioned using an inbox filter to manage incoming emails, this may be the most immediate workaround until we can implement a more streamlined solution.
     
We appreciate your feedback regarding the suppression of these emails from our end, and we will certainly consider this for future updates. Your input is valuable as we continue to improve our product.
 
If you have any further questions or need assistance with specific settings, please feel free to reach out. We're here to help!

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