Jon Thompson

As I posted the harsher email, I also must post a better one..

Despite my very public posting, and harsh wording, Jeremiah has been very patient with me. It was I that didn't understand the power of the email target solution that he suggested. While it isn't as powerful as cc'ing every ticket, it is still a very useful tool. In this instance, I opted to create a base camp target rather than email, as this is preferred by the client.

As you can see in the reply I am copying to the forum, he states that the functionality "Adding CCs as a trigger action" is planned for this quarter, and that he misspoke about it not being a planned feature. I'm excited to see this. Considering, that CCs as a trigger action is already technically enabled, I interpret his statement as the features described in the later portion of this thread.

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Jon,

Let me apologize I didn't see the "Planned" flag and apologize for giving you incorrect information and saying that it was not on our foreseen roadmap.

According to our Product Team we are planning to deliver this functionality "Adding CCs as a trigger action" in Q1 of this year.

I can completely understand how seeing 2009 but "Planned" could be confusing and again I apologize for giving you incorrect information by saying it was not on our roadmap - I can assure you it is, again in Q1 of this year.

Please let me know if you have any additional questions.

Sincerely,

Jeremiah Currier | Customer Advocate |  support@zendesk.com

Here's a response when I submitted a ticket. This isn't as "Planned" as anyone suggests. 

Hi Jon,

Thanks for your response - I understand completely that you want the list of agents in the drop down menu that appears when adding the condition of Add CCs when creating a trigger to be a list - or rather include in the list - your users.

As this functionality is not on the foreseen roadmap of features to include I would like to offer an additional alternative that may be able to achieve your desired workflow:

You can have your Email Target point to an email set up to forward to a list of users (that you would maintain outside of Zendesk) that way the users on the list would have notifications (That you would set up in a trigger) of all updates of any kind to any ticket in the respective organization associated with that external list.

So long as the organization is shared the users would be able to see the update and log in to Zendesk to find the ticket and be able to add comments. If not shared they will not be able to make comments.

Zendesk is not designed to be a mass email service so this is the main reason for the functionality you asked for not being included at this time. I do feel the workaround(s) using an email target for each user or better still a target to an email forwarding list may provide the solution you want here.

Sorry that this is not the exact solution you requested and I completely understand and empathize with any incurred frustration. Please let me know if you have any additional questions and I'd be happy to continue assisting you!

Love Your Zendesk,

Jeremiah Currier | Customer Advocate |  support@zendesk.com

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Funny thing is he doesn't understand two things:

1) I want a text box, not a different popup. My end users can CC anyone in their emails, why can't I?

2) I can't have _all_ tickets go to a user. I have multiple clients sending tickets to a single email. His solution would result in one client getting all issues. Furthermore, if I generate a ticket, it doesn't do anything to solve the problem.

 

#FAIL

Time to push desk.com again for a zendesk migration tool..

FIX THIS NOW. I wasted an hour with zendesk support on unacceptable workarounds for this very basic requirement. I have people in each organization that want to track what the issues that I'm working on are. We need a text box for the cc field in targets.