Automatically CC someone when a specific request type is selected

Answered

4 Comments

  • Tipene Hughes
    Zendesk Developer Advocacy
    Hi Johnny,
     
    While this would be possible to do with Javascript, you should be able to achieve the same result in a cleaner way using triggers. Here's a link with more information about triggers and how they work:

    https://support.zendesk.com/hc/en-us/articles/4408822236058-About-triggers-and-how-they-work
     
    I hope this helps! If you have any questions, feel free to reach out.
     
    Tipene
    0
  • Johnny J

    Hi Tipene,

    Thanks for your response. Yes, I initially tried using triggers, but there's no option to "Add CC" and it only allows us to set "Email user" as an action. We want to automatically add a couple of end-users to the ticket when a specific request type is selected. How can this be achieved using triggers?

    Thanks,

    0
  • Tipene Hughes
    Zendesk Developer Advocacy
    Hey Johnny,
     
    End users can't be added as a CC to tickets via triggers, unfortunately. Here's a post that gives some alternatives using shared organizations or webhooks.

    https://support.zendesk.com/hc/en-us/articles/4408845663770--Can-I-use-triggers-to-automatically-CC-end-users-
     
    Let me know if this helps!
     
    Tipene
     
    0
  • Johnny J

    Thanks Tipene, I've tried that but it is not working for me. I have raised a separate ticket for the Support team to review. Can you please help in achieving this with Javascript/custom coding instead?

    0

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