Add 'Remove cc' trigger/automation action
Dear Zendesk
It would be great to have a bit more control over 'cc' functionality via triggers. In addition to being able to specify end users as cc on tickets via triggers (https://support.zendesk.com/entries/71421-add-cc-as-trigger-automation-action), please could you add a new trigger action 'remove cc'?
(Business case: allow the agent to send a one-off notification to another user, allowing them to add a on-time private comment to the ticket, but not copy them in on all future correspondence on a ticket. In the interests of streamlining agent workflow as much as possible, I'd like to automate this process.)
Thanks
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@AndrewJ: So I should look into HTTP targets and the article you mentioned to have the cc in the tickets automatically removes (different from blacklisted). Correct?
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@edwin - I'm don't know what in particular you are trying to accomplish. But removing all CCs is relatively simple... I'll write a tutorial I think is best.
See - Removing ALL CCs from a ticket via a Trigger/Target
Hope this helps.
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@AndrewJ: You're tutorial really helped, thanks!
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Hi Edwin,
But it dont help if you have to remove one agent from many tickets. For example for us by mistake one agent was added on CC for 1000 tickets with trigger...
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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?
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@Andrew workaround we can always find,
but where is the logic to add CC and don't apply function for remove CC?
In our case we solved the issue but it was possible to solve it in few minutes with one trigger, without looking another solutions.
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@Mindaugas
Could you share the trigger you used to solve this?
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I asked why trigger is still not created, we solved with devtools not triggers
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Thanks Mindaugas,
Probably a slight typo! Yep a trigger to remove CCs is still a great idea.
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it definitely is.
All that increases the control over what happens with CCs is very much appreciated.
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+1
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+1
Please provide the ability to create a trigger or automation to remove all cc's. Agent training is one thing but human error can cause data protection breaches.
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+1
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+1
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+1 need removing one or all ccs.
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you should enable to add custom email instead of only agents.
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@Mindaugas - I'm just another Zendesk user of course, but as a business owner I would think it would be commercially dangerous to make it easy to add ANY ccs. This would enable considerable abuse of the platform, avoiding paying for agents etc.
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+1 for removing CCs...
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We're sending notifications to Slack so that our Inboxes stay clean. End-users send email to our ZD email address and CC our staff's email addresses (I guess thinking that more is better). Since we get notified in Slack, we have to delete the redundant email notification. As I write this, I realize that we could just create server-side Outlook rule to delete these, but...c'mon :-)
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+1
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+1
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+1
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My Support team will escalate tickets to Development. Dev are only interested in what the escalation note contains, not what responses go into the ticket in X number of days after being handed back to Support. I can't rely on people to remove CCs in 100% of cases so a remove CC trigger built to select which agents to remove in a given action would be awesome.
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I'd like to add a +1 to this post for a feature that was requested in 2012... However, since it's been a full 5 years, I think we can safely assume that ZD is not going to add this.
@andrew - do we know if the API call that you posted works or if it needs revision?
{"ticket":
{"collaborators": remove;'name@domain.com' }
}@Mindaugas - can you share the solution that you used?
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+1 We'd like this action/trigger available for Macros as well so you can mass update tickets and remove yourself or certain agents or all agents from being a cc on the ticket.
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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.
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@Andrew - thanks for that, but we only to remove certain agents or yourself when mass updating tickets. We would want to keep all the end-user cc's.
I think removing all cc's would be nice option, but if we can add cc's using triggers/actions then we need to be able to remove cc's as well.
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@Brett - I agree :)
Hoping Max will weigh in soon.
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+1
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+1
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