The triggers and automations should have a capability to enter individual as well as distribution lists email IDs for any notifications to be sent out. As per our used case, a different set of people who are required to work outside Zendesk (not having agent licenses) need to receive an email on the ticket been raised. Now, with the current capabilities, the Action in the trigger either allows an email to be sent to a group or an user (agent). Zendesk needs to understand this need of having emails also sent to domains that are whitelisted in the allow list.
Even having 'requester and cc' option calls for a risk because there might be scenarios where you have to provide regular internal updates but using this option, if a ticket is raised by a customer, he/she gets to know what all is internally happening, which at times is not acceptable.
Please sign in to leave a comment.