Adam Pepper

This is key for us, too.

We need to be able report on which Agent replied to a ticket first, in order for 1st Reply Time to be a statistic we can learn from.

Hi Jake

As our requirement to be able to automatically add a person/people as CCs to tickets for an organisation is for so many organisations, we're looking for a way to achieve this that a) avoids the need to configure triggers for each organisation and b) is transparent to agents - so the functionality you outlined would work well for us.

Being also transparent to certain end users would be a bonus, and appreciated by many of our clients. However it wouldn't be appropriate for just any end user to remove who is cc'd on their ticket, and our agents would need to be able to easily see when this has happened (and by whom).

Apologies to those who really need the trigger functionality extending for hijacking this thread. Fingers crossed for a solution/solutions that provide the functionality we need very soon.

As I previously commented:

Our requirement isn't for an End User to be CC'd on a trigger or automation - but something a little simpler. For an Organisation, we need to be able to nominate one or many Users to be automatically CC'd on every ticket linked to that organisation. We would only need to be able to choose from users linked to that organisation. Agents or the CC'd user would be able to remove them as a CC on a per-ticket basis.

We have dozens of customers who are organisations who want us to automatically CC a particular person on every ticket creation (such as their project manager on new implementations, or a central or third-party IT contact), plus many who would appreciate it if we offered it, and we definitely don't want to be managing individual triggers to deal with this.

Something that would work well for us would be an additional option for Users on an organisation. So not just

• User can view own tickets only
• User can view all org tickets

but also

• User CC'd on all org tickets

which we could set for zero, one or many users for each organisation. I think it would take the trigger maintenance issue out of the equation. Ideally, the user would be added to the ticket as a CC with the organisation, and could be removed by the agent on a case by case basis if they felt it was not appropriate.

Is this feasible? Would it work for other use cases mentioned here?

We have the same requirement.

Our use case is that we have sets of related topics:

• our customer base is diverse. So that users can easily exchange tips with people in similar organisations or roles, we have different topics for some of our main types of user. It would be great to be able to collect these together.

• there are a number of third party products with which we integrate, or plan to soon. Each of these has its own topic in which features are discussed and requested, and it would be great to group all the integrations together.

Thanks Wes, good spot! We are indeed Help Center users.

Is there an ETA on when we might have this, or similar, functionality?

Jake, thanks - that should do the trick nicely. I think it's even better than what I asked for!

Is this documented anywhere? A mention at https://support.zendesk.com/entries/20049342 would be helpful.

We currently don't have any sharing options for organisations or people, they vanished about a month ago after we imported from csv. Coincidence? It wasn't a priority then and I clean forgot about it, so I'll log a call to get that sorted.

Our requirement isn't for an End User to be CC'd on a trigger or automation - but something a little simpler.

For an Organisation, we need to be able to nominate one or many Users to be automatically CC'd on every ticket linked to that organisation.

We would only need to be able to choose from users linked to that organisation.

Agents or the CC'd user would be able to remove them as a CC on a per-ticket basis.