Wes Shank

I got an email from a company saying they could do this for me...?

Reading through the thread, I really don't understand the challenges. The concept of the auto CC as I read here is based on an organization. You have users assigned to an organization. On any given ticket, if I start typing in the CC field, I already get a pre-populated field there and I can add, presumably, as many people as I want. Give me an option similar to a favorites-star next to people's names in the organization to automatically add them to a ticket and, viola` - done.

I'm not trying to be snarky here, but I don't even understand what "the problem of scale presented by the end-users data set" means... How would the fact that I have 20 users in an organization and five of them "starred" to get CC'd be a deal-breaker? How is that any different than if I add them by hand every time - or if I used one of the kludges presented with triggers and custom fields?

Do you have any idea of a beta timeline?

+1

The functionality should be the exact same as is done with tickets. Merge this into that...

We are an enterprise user and the absolute LAST thing I want to do is setup a CLIENT as a lite user. I could just imagine a user getting into their account (or another client's account) and reading the private message *shudder*.

IMHO, the lite user method would be quite a kludge.

Bottom line, Zendesk needs listen to their users and add this incredibly minor adjustment. As most of us work with developers I am sure we are reluctant to make judgments on how long a modification would take - however, on this one I am going to go out on a limb and say it would take about 15 minutes but for whatever reason Zendesk is committed to dragging this out.

I am confused - the action is already in place Ticket: Add CC. All that needs to be done is that field to include a user-defined entry.

Come one guys, this isn't rocket science....