Add 'Remove cc' trigger/automation action

152 Comentarios

  • Michelle Dunn
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    It would be great for us if we could build a trigger to remove ALL CCs on given tickets. We have some automated system notifications that create tickets for us, but also copy dozens of other people. It's a tad tedious to go through and remove twenty CCs one by one.

    7
  • Sandra Palm
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    Hello everyone, in case you haven't seen this, take a look at this here:

    https://support.zendesk.com/hc/en-us/articles/204579473

    Andrey from our team wrote a great article on how to remove/add CCs automatically!

     

    @Andrewd if you wanna reset ALL CCs on a follow up ticket, that's really easy.

    You need to set up a target that looks like this: 

    Target URL

    https://YOURDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json

    Method

    PUT

    Attributes

    ticket[collaborators]

    Authentication is your Zendesk email address/token and the Token from the API settings.

     

    You can fire this target within a trigger, let's say when the Ticket: Channel is "Closed Ticket" and then within the actions we can notify the new target with the message "null". This will reset all CCs on follow-up tickets.

    Please let me know how it goes.

    4
  • Andrew J
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    Hello Sandra,

    I appreciate Andreys input and I may use it - it certainly takes me well beyond what I had been capable of before.  

    However - I am a relatively experienced Zendesk user and this solutions looks pretty daunting, and I am not sure if it will do what we want - though it may do.

    If it takes 10 pages to explain how it works, it really isn't accessible to normal users.

    I think what you will find, is that people want the following:

    Add trigger and automation actions

    • 'Remove all CCs',
    • 'Remove CC > agent or user name'

     

    4
  • Rob Eyre
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    Jake

    Thanks for the quick response.  Could it be set up just like a mirror of the 'add cc' action (choose from a list of agents) - or even better just a free text field where you can enter a list of email addresses to remove from the cc list?

    2
  • Graeme Carmichael
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    Leon

    It is possible to remove all CCs from a ticket. 

    There is not an option to do this using the actions on a trigger. Instead, you have to use a target. The set up of the target is explained   here under the heading 'Removing all users from CC at once'.

    This does require some Zendesk skills, so please vote up this article if you favour an easier option.

    2
  • David Karlton
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    We'd absolutely love the option to remove CC's through a trigger. Currently, we trigger emails to our developers whenever the support staff wants to escalate a given ticket. Our developers insist on being able to interact with the support staff *only* via email, and not have to use the web portal. When they reply via email, however, it automatically adds the developers as CC's to the tickets. (Note that if they *did* reply via the web portal, there would be no CC added.)

    So, either a way to specify (through the REST API?) that "I am replying privately to this ticket, and I don't want to be added to CC", or a way to specify a trigger internally to remove the automated CC, would be fantastic.

    1
  • Christopher Miller
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    Another bump. 

    We just moved to Zendesk and still have existing webforms in place. The CEO still wants to be CC'd from the webform but doesn't want the response from Zendesk that we've received the ticket. 

    I know which emails to remove, but I only have the add cc option and not the remove cc. 

    Solution Option: It would work in our world to remove the cc's of any agent and light agent on the ticket if desired. It would also work to remove specific cc's via copying and pasting an email to remove if it exists.

    1
  • Christopher Miller
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    FYI - I have a work around in place based on a text string in the email where we don't respond to these webform tickets saying support has received the email. However we still need to manually delete our CEO's email from the cc list. 

    1
  • Richard Suwelack
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    +1 here, why is it taking so long to add this simple feature? I want to be able to remove all CC's when I receive an e-mail from a particular Agent.

    1
  • Matt Helder
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    +1 if there is a vote on this topic.  Whether it be a remove CC from the ticket or the trigger, either would help.

    1
  • Dean Houghton
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    +1 on this... need to be able to prevent update emails being sent to cc's in certain situations (to prevent mail loops from automated systems).  Unfortunately a lot of our tickets are CC'd to our suppliers who have autoresponders... they use the same email address as normal replies so filtering does not help.

    1
  • Janowiak, Seth
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    I voted +1 on this as well:

     

    My use case is that if a ticket is flagged a "Production Down" = YES to add a CC. I'd like to clear the CC if the condition is changed to NO.

    1
  • Stephen Birdsong
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    +1 on removing all cc, as well as removing a selected user.

     

    We have employees who are no longer with the company who are still cc'ed on many tickets, and agents who's roles have changed, that no longer need to be cc'ed. Its too big of a job to manually change these.

    1
  • Ka-Wing Tam
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    +1 on being able to remove one or more cc's via email trigger.

    1
  • Dmitry Sumin
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    +1 for this feature.

     

    Any expectations on when this could be done?

    1
  • Shawn Friesen
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    +1 for this feature

    When replying/answering a support ticket, I don't want my main Support email Cc'd.

    1
  • Stephane Mikaty
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    Hi all,

    It should at the very least be possible to allow the author of a private reply to remove himself (and himself only), when he writes a specific keyword in the reply. This would be done using a trigger definition like this one:

    When reply is private and the reply contains at least the word "@nocc", [remove <reply author> from CC]

    * "@nocc" is completely arbitrary in this case, substitute the part before the comma with any condition you like

    * <reply author> is dynamic

    * The part in [brackets] is the minimal viable implementation of this feature request.

    Cheers

    1
  • Phillip Greene
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    +1 for this feature

    1
  • Tj
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    It would REALLY help if I could add a cc of my choice to tickets via triggers...   This is now nearly 2 years since this topic has been updated by a rep... I need to cc and email specific individuals, vendors, sales reps, etc when tickets fields are set to certain values.  This is pretty important to us getting timely responses to our clients.

    1
  • Kristof Van Kriekingen
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    Make it so we can remove CC's for multiple options

    • Remove specific users

    • Remove specific agents

    • Remove All

    • Remove specific Groups/Teams

    • Etc ...

    1
  • Andre Joseph
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    We recently rolled out Zendesk in our environment and some users are already annoyed that they are getting copied on ticket updates. We implemented a middleware approval system that will automatically request approvals for certain types of tickets. Sometimes multiple approvals are required. Approvals are processed when the approver responds to our automated approval emails with #approved or #denied. This response goes into the ticket comments and adds the approver to the CC list. But they generally don't want/need to be notified about additional ticket updates.

    After getting complaints, I looked for a way to remove folks from the CC list (or prevent them from getting added). Like the rest of you here, I quickly discovered there is no way to do this in an automated fashion. I, too, am confused why Zendesk has not provided a solution to this. It seems like a simple enough thing to add to trigger/automation actions at the very least. A simple "remove all users in the CC list" would be a start.

    Thanks,

    Andre

    1
  • Matthew Briley
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    @Thomas,

    We have the same need that you do in that we need to be able to ask somebody a one-time question and then not bombard them with all of the ticket updates afterward. Here's how I implemented this in our system:

    1. Create MACRO that adds 'tag1' to the ticket. (our macro actually places the question in the comment as well, but yours wouldn't have to)
    2. Create TRIGGER that only fires if 'tag1' is present on a ticket when it's updated
    3. The TRIGGER sends an email notification to a specific Light Agent and includes the ticket comments (using {{ticket.comments_formatted}})
    4. The TRIGGER also removes 'tag1' (ours adds 'tag2' as well so we can keep track of the ticket, but yours wouldn't have to)
    5. When the Light Agent responds, their comment is added as an Internal Note on the ticket. Because they were never added as a CC, they won't be stuck receiving future updates
    1
  • Andrewd
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    This is especially helpful for our scenario.  Customers of ours will often email our help desk by replying to closed tickets, thus creating a follow-up.  Those follow-ups retain the CCs from the original ticket, and most of the time those CCs have no business being on the new ticket.  I'd love to be able to create a trigger that, when a follow-up ticket is created, strips all of the CCs from that follow-up.  I created a ticket with Support to see if this functionality was available and they told me to create a new discussion, although this discussion already exists.

    Needless to say, +1.

    1
  • Hans Weihe
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    Yet another great idea, that gets stuck in Zendesk's community for years without progress...

    1
  • Jim Wiley
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    Hi Andrew,

    We've been using Zendesk for about six months and I was able to implement the recipe in the article without any great difficulty in a couple of hours.  I agree a simpler version would be better, but the solution offered does work.

    Brad - the article addresses the removal of all users

    Hans - I think your comment is harsh in this instance as a perfectly workable solution has been provided by Zendesk.

    Kind regards

    1
  • Andrew J
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    @ Mindaugas,

    Is there no way this could be done using json/http target?  I'm no expert on it, but I believe it's pretty flexible from what I have learnt.

    Maybe... (please research and test this - or maybe @wes can confirm or amend it!)

    {"ticket":  
    {"collaborators": remove;'name@domain.com' }
    }

    Then bulk edit the tickets with a macro to trigger that?

     

    1
  • Andrew J
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    @isaac - we only got to the point of removing all CCs, not individual ones.  Actually I had no use case for this so any effort I put in was only to help others in the community - run out of time for this.

    I think to make it work (having learnt just a little more code in the meantime) is that you'd need to fetch the existing CCs, then delete the CC to remove, then re-post the CCs.

    Post any code you've tried and maybe some clever brains will be able to troubleshoot it...

    @Brett - removing all CCs is possible. See - Removing ALL CCs from a ticket via a Trigger/Target.

    CC functionality is being reconsidered currently I believe...

    @Max McCal - can ability to remove CCs (agents) be included?  In my opinion - this would at simplest be an option in triggers etc.  

    I could see this being useful in a macro too to support a workflow that include adding a CC earlier in the process.

    1
  • Eugene Tarasula
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    + 1 on removing CC via automation

    +1 on allowing self CC removal by replying back to the email with some "Secret" word  (#NoCC) 

    1
  • Nicole - Community Manager
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    Hey Mindaugas - 

    Please don't disparage our hard-working dev team. They're working on lots of awesome stuff! 

    CC issues involve a hefty evaluation around security and business impact - things that seem like they solve problems for some users create problems for others. I know that product is looking into several issues around CC functionality right now, and am hoping to have some updates around those things soon. 

    1
  • Nicole - Community Manager
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    Hi all - 

    Quick update, the team is evaluating how CCs work and they're looking at a number of different possible solutions for the problems that currently exist within the cc functionality. They haven't yet made any final updates to what the solution(s) will be, but we'll continue to update you here as more specifics are determined. 

    1

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