Shawn Liner

@Andrew, I must not have read your previous point #3 very well the first time I read it.

Are you saying that Triggers can be set up to override CC's instead of appending them on a ticket? I was under the impression that Triggers would only send specific users a copy of the ticket instead of actually setting them as a CC on the ticket....if that is possible though, then you are correct in saying that it would be a decent work around for me to use Triggers.

It still wouldn't be perfect as you mentioned since it overrides instead of appending, but I would be okay with that if Zendesk is actively trying to come up with a more ideal feature. 

Adding triggers does not work for us. In our organization, if a Middle School student submits a help desk ticket, we want to automatically CC one of the students' designated teachers. The reason we need to do that is NOT because we just want the teacher to see that "xyz" was occurring, but instead, we actually need the teacher to be able to correspond and to provide updates for us on the ticket. Without that ability it means not only that we have to add the CC ourselves, but also that we have to manually lookup each students' designated teacher before we can even add the CC manually. So there are two extra steps for us without this ability.

Not done and very dusty feature request here.

@Jonathan, that seems irrelevant to the request here though.

I understand other people may be making requests for something like the ability to "remove a CC," but that doesn't seem very important because the ZD agent should be responsible for making the decisions as to who gets CC'd and who does not or else they just need to disable CC and utilize the "target notifications" that are built into ZD. So really it is not a confusing process. It works similar to a BCC except that the ZD CC persists when the user replies. That seems really straight forward in my opinion.

Even if everyone is confused by the whole thing, email is not changing any time soon, and I don't really want to wait another +7 years to have this feature :(

Who is confused by carbon copies? That term has been around since the 1950's I'm pretty sure, and I would imagine that it has been used with emailing since its creation. If someone is confused by the idea of that then that is an end-user problem. One thing that makes Zendesk so great is that to the end-users it looks like a simple email instead of some complicated ticketing system, so it is a bit crazy to think that the ticketing system that can automatically tweet a user's Twitter account with a trigger does not have the ability to automatically CC a non-agent user email address....

@Kristen Mirenda

Why don't you just skip the "lookup" functionality for triggers/automations if someone (like me) wants to CC an end-user and just give us the option to manually enter email addresses?

I understand that being able to do lookups on an entire end-user data set can be a very difficult task on a large scale, but at this point we just need the feature and not the lookup functionality. I think everyone would be perfectly happy to have the new feature even if it meant that there is a chance we could type the wrong email address at times at it not end up getting delivered.

It looks like this feature has been missing for 7 long years, so I would like to see the "Planned" label back on this popular request!