https://support.zendesk.com/hc/en-us/community/posts/4409217617306/comments/4409247512474

I typed out this whole post before realizing a target version existed. Either way, maybe this post will help as we transition to webhooks. Very similar approach.

We manage new hire tracking via ticket. The submitter is not always the staff member's manager so we have custom fields for the submitter to add the manager's name and email, which we leverage to add them as a CC in the below trigger. But you could update your script to target specific addresses and names instead of custom field values.

Use your existing Zendesk API Token or get a new one in the admin center > Apps and Integrations > Zendesk API > Add API Token.

Make the webhook via admin center > Apps and Integrations > Webhooks > Actions > Create Webhook.

URL - https://companydomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

Method - PUT

Request Format - JSON

Basic authentication | User name - adminemailaddress@email.com/token | Password - the API token.

In the trigger, the action is to notify active webhook. Jason body is below if you want to use custom fields.

{
"ticket": {
"email_ccs": [
{ "user_email": "{{ticket.ticket_field_190000074878}}", "user_name": "{{ticket.ticket_field_36004410337}}", " action": "put"}
]
}
}

Hope this helps.