• Tipene Hughes

  • July 05, 2022 19:33

  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
  
• Johnny J

  • July 06, 2022 08:45

  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,

• Tipene Hughes

  • July 06, 2022 17:10

  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
   
  
• Johnny J

  • July 07, 2022 12:41

  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?

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