Rob Wentz

I don't like being "that guy" ... but I've had enough of this. 

I'm really become disenfranchised by the lack of movement on zendesk's part to implement this feature that has been requested and upvoted for over a decade.

This and the extremely slow response we've experienced to support requests has us questioning our decision to rely on zendesk for our ticketing system for our multi-million dollar company.

We certainly are not seeing a high level of performance from zendesk - Based on the official responses to this thread alone, zendesk is a half baked homermobile that relies on third party work arounds. 

@Kristen Mirenda  What happened to the "limited beta" released in 2018 that "will lay the groundwork for this feature." ?? 

This is infuriating. I've sat through countless hours of new feature demonstrations over the past 3 years and have asked for this feature every time - in many cases I was promised that the feature has been implemented or was around the corner, "being worked on"... I'm really done with this. Zendesk seems completely out of touch.  

For all those posting workaround "solutions"  -- I admire and appreciate the attempt at assisting other users. Jhoan Zabala - the "solution" you posted does not work here. Neither have the myriad of other suggestions several others have posted. Many of them rely on additional subscriptions or third party plugins.

The ability to set a trigger to CC NON-agents is a feature that should exist out of the box. "lay the groundwork for this feature" ??  the groundwork is already there - you can set a trigger to cc agents... how can it be so complicated to add the ability to cc NON agents?

Hi Andrew, yes that's correct. my login is my email address. 

Andrew - got it.. no i'm using just my zendesk credentials, nothing out of the ordinary.. the unique username and password I use to log in to our zendesk system is what I'm filling in under the Basic Authentication section of the HTTP target i've set up per John Witt's kludge described a few posts back 

aren't zendesk login credentials single sign on? Am i misunderstanding you perhaps? 

Yes, Zendesk log-in is SSO...isn't it??  Did you mean 24a? 

John Witt - 

Your steps are easy enough to follow... but it's not seeming to work. I created an HTTP target (called "CC non-agents") using the instructions you provided, then call that target from a trigger that is supposed to add (as a test) my gmail address to the cc list if the word "test" shows up in the subject of the ticket. 

I've sent some test emails to our zendesk ticket with the work "test" in the subject but my gmail address does not get cc'd 

I see 0 successful sends on the HTTP target.. I'm curious - what username/password should I be using under Basic Authentication of the HTTP target? I'm using my zendesk login and I'm an admin. 

If i set the combo box at the bottom to "Test target" then hit "Submit", I'm presented with a window that states "JSON body:" at the top with 1x blank line (nothing in the JSON window).. I hit "Submit again and I get: 

HTTP/1.1 401 Unauthorized

PUT /api/v2/requests/243.json HTTP/1.1
Authorization: Basic cm9iQGFzZ2xsYy5jb206MjA4bXRoIQ==
User-Agent: Zendesk Target
Content-Type: application/json; charset=utf-8
Content-Length: 0
Accept-Encoding: gzip;q=1.0,deflate;q=0.6,identity;q=0.3
Accept: */*
Connection: close
Host: trendkitehelp.zendesk.com

Under the "Response" tab I see:

HTTP/1.1 401 Unauthorized
Date: Fri, 16 Aug 2019 00:06:02 GMT
Content-Type: application/json; charset=UTF-8
Content-Length: 37
Connection: close
Set-Cookie: __cfduid=dc4293ae219c923d41204f53c950ce2481565913962; expires=Sat, 15-Aug-20 00:06:02 GMT; path=/; domain=.trendkitehelp.zendesk.com; HttpOnly
WWW-Authenticate: Basic realm="Web Password"
Strict-Transport-Security: max-age=31536000;
Cache-Control: no-cache
X-Zendesk-Origin-Server: app51.pod14.use1.zdsys.com
X-Request-Id: 506f28f8ad15cf28-IAD
X-Runtime: 0.049818
X-Zendesk-Request-Id: 4822acad6dd01b7d2dd0
Expect-CT: max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct"
Server: cloudflare
CF-RAY: 506f28f8ad15cf28-IAD

{"error":"Couldn't authenticate you"}

what am I doing wrong here? 

John Witt - 

Thanks for posting your kludge. I'm trying this and will report back if it works out for us. 

-Rob