Recent searches
No recent searches
Add a CC Based on an Organisation Field
Answered
Posted Oct 28, 2022
Hi all!
Our CSMs want to be notified when some of their customers raise tickets, but not for all.
The way I felt best to do this was a flag on each organisation with a "Notify CSM", either Yes or No. I also have the CSM's email as an organisation field against each of our customers.
I want to set a trigger to add a CC on tickets where the Organisation has 'Yes' against "Notify CSM", using the CSMs email to be the CC. I can work out how to trigger the auto-adding of an email using WebHooks and tags, but not parse the CSM email through to ensure the correct CC is added.
Does anyone have any ideas of how I can achieve this?
0
1
1 comment
Lou
Keiran Rice
You can set CSM up as a Light Agent. Then select the action "Add CC" in the trigger and select the light agent CSM. Hopefully I understood your question correctly.
1