How to notify only CC's users

7 Comments

  • Lou
    Community 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
  • Ruddy DEROSIERS

    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
  • Lou
    Community 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.

    0
  • Lou
    Community 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
  • Ruddy DEROSIERS

    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
  • Dave Dyson
    Zendesk Community Manager
    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
  • Ruddy DEROSIERS

    Hi Dave Dyson,

    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

Please sign in to leave a comment.

Powered by Zendesk