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Auto CC'ing client users but including logic on product for Orgs that have multiple products



Posted Jul 11, 2024

So today I am able to auto-cc client users on tickets when tickets are created for the org that they are associated to. I do this by using a web hook in a trigger to add them as CCs. The logic is very straight forward:

  • Ticket is created
  • Org is ClientOrgName

The problem is we have some orgs that have multiple products and the user base for each are completely different. So I have one set of people I would want to auto cc for tickets on product A, and a different set for tickets on product B. We do have a product field, but it would only be set if the users created the ticket from our help center. A lot of our tickets come from email, and we use the same email across all products (same group of agents work on product A and product B), so the system doesn't know how to set that field when coming in through email.

 

Does anyone have any ideas on how to accomplish this?


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Looking at a newly created ticket, how would I tell which CC group should be used? Are there any defining fields or settings or anything beyond just the Org that distinguishes one from the other?

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