Tip: Use Webhooks and triggers to add CCs to a ticket

3 Comments

  • Dave Dyson
    Zendesk Community Manager
    Thanks for sharing this, Matthias – I do have to caution that using a trigger and webhook to update the same ticket that the trigger is operating on can lead to race conditions that could occasionally prevent the ticket from being updated. See Can I use a trigger and a webhook to update tickets?
    0
  • Matthias Miltenberger

    Thanks, Dave!

    Please, feel free to suggest a better solution to update CCs on a ticket based on some condition. I don't exactly like my solution - it just appeared to be the only feasible way to implement this because CCs do not appear in the trigger options. I am happy to use a different approach.

    Cheers,
    Matthias

    2
  • Christopher Kenrick

    Matthias,

    Many thanks for sharing this - this has been an absolute lifesaver for me and one of our biggest clients!

    Thanks,
    Chris

    1

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