Add a CC Based on an Organisation Field
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?
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.
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