Stephanie Bryne

I would like this ability too. I think there is a way to do it but it gets tricky. I've seen emails get attached to the wrong ticket vs. creating new ones. This is because in the subject line of the email being forwarded in there is "#1234". 

 

Zendesk - Can we utilize this when trying to forward an email to an existing ticket?

+1 This feature would be great for us because we often times save the ticket as a PDF and have to upload it to another system. That particular system is accessable to all employees and the comments do not need to be seen by all. 

Sorry, forgot to finish my thought. The agent then has to manually type in all users that need to be CC'd. 

@Jason Walker

Although not at all desirable we have a work around. We created a CC ticket field that the end user fills in when they submit a ticket. This would only work if you strictly use the web portal. That's the best we came up with at my company.

+1 - We really need the functionality to have a Trigger CC an end-user. Our end-users are all internal customers. I have admins that need to be CC'd on every ticket within their resource unit(Organization). They need to be CC'd because their guys do not always tell them when they send a request to us. And to ask them to always have their zendesk open on the organization tab constantly refreshing it is obsurd. We also have two admins that share an organization and I need to be able to CC each one based on who the requestor is of that organization. 

It's very time consuming and tedious to list out the people needing to be CC'd on each request. If we could set up a trigger it would save us a lot of time and it would save our end users a lot of frustration.

I do understand that a drop down list with all of our end users would get long. So why not have an open text field. There is an open text field in blacklisting certain email addresses from being CC'd. 

I really don't understand why this can't be done. This request has been around for nearly 4 years.

Can someone please explain why this will not be implemented or if it will be, when?