Add end-user as CC via Trigger or Automation

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517 Comentarios

  • sanarte

    Thanks Andrew, 

    Anyway I'd say we cannot use it. because we can create the target and notify a specific CC: but we have these consequences:

    - We cannot select the "From:" account, I mean the one who sends the email, and we have more than one.

    - If the person in CC: replies to that email, it creates a new ticket, instead of linking their answer to the ticket who shoots the trigger.

    Am I right? Thanks!

  • Taras Savchuk

    @Kristen Mirenda, what was your update about?  Is it "workaround" stuff i.e. notify target "email"?

    It's nothing near what we are talking about for almst 10 years.


  • Andrew J
    Community Moderator

    @Sergio, that is what the other articles covered - added (or altering) CCs on the ticket.  It's not an ideal solution and you will have to modify to suit your use case.

    @taras, I think Kristen is talking about a change to some behind the scenes functionality (or possibly a new feature) that MAY make this request either possible or easier.  Since we havent SEEN what Kristen is referencing - it is impossible to tell if it is near what we are talking about.

    Personally, I'd be surprised if this functionality was added without some limitations.  It would be easy to abuse for making pseudo agents and avoiding Zendesk licenses - I think some of the use cases that have been presented are basically that.  

  • Kristen Mirenda

    Hi @Aaron/Sergio -- I think this may be the article you're looking for?

    As @Andrew has correctly explained, this specific feature is not currently in development. There is a different but related feature in development by another team that has reached limited beta. In the course of building that, they were able to take on some of the significant technical constraints that have been blocking end-user CCs via trigger/automation. Hopefully that beta will be soon be proven successful, and we will be able to move forward on this feature request. 

  • Avi Warner

    If anyone is interested, I'm working on an app that will allow you to add email addresses as CCs via a trigger. Hoping to have a prototype working in a couple weeks. If you'd like to beta test, let me know.  

  • Aaron Wasserman

    @Avi - You've piqued my interest. Let me know when you've got a beta up and running.


    @Kristen - Thank you! Yes, I have been looking for this article :)

  • David Hogeg

    @Avi, I'd be interested in the beta!

  • Martin Leck

    @Avi - Please include me in your beta testing. We're desperate for a suitable solution to this issue. Thanks.

  • Jhoan Zabala

    For those who still can not, the solution is: add a trigger that calls a webhook, in that webhook you add the url of the zendesk request to modify tickets, inside the json body you put the id of your final user within the value aditionals_collaborators and then in each call of that trigger you execute that webhook and with that it would be ready.

  • Avi Warner

     @Aaron, @Martin, @David. Good to see some interest (and maybe some help testing things out). I'll post details when things are up and running. 

    In the interim, @Jhoan is totally right. This is definitely do-able with webhooks. 'additional_collaborators' works with an array of email addresses too, so you don't strictly need to look up their user id (although it can cause some weirdness if the emails change on the user I'd imagine). 

  • Jhoan Zabala

    @Avi Yes, the mails are valid but it is actually how you clarify in the end, if you do it like this, you can fail later because a user can change mail, more feasible is by the user ID, this functionality I develop it and in the Nowadays he runs me without problems. Successes!

  • Sonja London

    @avi - would love to help beta test and hear more about your progress.

  • Avi Warner

    @sonja, @martin, @david, @aaron. The app is pretty basic and in a working state. I wasn't able to get it working with triggers, but it creates a custom field on the User & Organization level. If you add comma separated emails (or user IDs) to the fields, when a ticket is created for said Organization or Requester, those end-users listed are added as CC's (basically it's sets up the fields, target, and trigger for you so you don't need to do any of the configuration). If that's interesting to you, let me know (aviwarner@gmail) and I'll send you a link to the app. You'll need Professional or Enterprise to install it as a private app. 

  • 이지훈(Lee jihoon)

    Anything on this yet?

  • Kenshoo Inc.

    @avi - we would also love to help testing. This can be a real time saver for us!

  • Avi Warner

    @gal, drop me an email (from my last comment) and I'll send you the details.

  • Avi Warner

    If interested, my app, Carbon Copier, is live on the Zendesk Marketplace.

    While it doesn't add a trigger action for end-user CCs, it adds a custom field to Users & Organizations. When you add end-user email addresses (or User IDs) to them, they're added as CCs when a ticket is created for that Org or Requester.

  • Cody Stokes

    +1 need

  • Mark H

    hi Kristen,

    Is there any update on adding end-users as a cc via a Trigger or Automation via their user id or their email?

    I can see ideas recently added by @Avi to do this via an App or @Jhoan to do via webhook/JSON

    @Jhoan, can you provide more info on your Webhook/JSON method as that sounds like what I need.

    thanks, Mark


  • Jhoan Zabala

    Hi @Mark Hinson!

    Follow the next steps:

    1- Go to configuration -> extensions
    2- Add destination -> HTTP destination
    3- Add a title for the destination
    4- Add the following url:{{}}.json to update the ticket that enters zendesk.
    5- Add the PUT method
    6- Activate authentication and place the administrator user of your account to use the extension every time it is executed.
    7- Save the extension.
    8- Go now to the triggers and add a new one.
    9- Place your conditions according to the case.
    10- In the actions of the trigger call your extension by selecting the option "Notify destination" and add in the text field that shows the json to update your ticket, within this json what you will do is pass the id of the end user with the instruction "additional_collaborators". Example of this json at:
    11- Save the trigger and you're done.

    Each time this trigger is executed, the CC will be automatically added to your ticket.


    If you want to add those id dynamically you can create a custom field in the ticket and take it from there every time you enter a request, instead of placing the id manually in the json, you will pass the ID of the custom field with "custom_fields_123456789".

    I hope I've helped.


  • Greg Bakken

    Just touching-up on this thread since the last official update was in April this year mentioning the beta, but nothing thereafter.  Since this was critical to our business, we bought the Carbon Copier app from Avi which works great. 

    I did want to find out if there was any progress on the actual product feature - the note from product team was in April, but nothing thereafter.  Was the beta abandoned?

    I saw another thread mention that age of the request should not mean it prioritizes the request any higher, but it seems based on the high degree of interest and feedback, it should become native functionality.

  • Steve Dark

    Thanks Greg. That product looks like just what we have been waiting for for a number of years. From my quick test from a dummy user it worked flawlessly and it couldn't be simpler to set up. Result!

  • Jeff Guyette

    After waiting for so many years for this feature, we too went with Avi's Carbon Copier app, as others now have, and it works perfectly.

    While it might be great to have this eventually be something that ZD figures out how to do as core functionality - and the pointless discussions here in the threads about "light-agents this and light-agents that" might finally go away - we'll no longer be waiting or terribly interested.

    The app has given us the functionality we needed all along, and we're using the heck out of it...just as expected.

    If you're still waiting on this functionality from ZD and/or have been playing around with the various JSON really should have a look at the Carbon Copier app.


  • Bruno Roberto Trettel

    Hi guys,

    I have a doubt about Carbon Copier App: it costs just US$5 or this price is for month?

    We need this function and I need know if I pay just once or monthly for purchase the app.

    Best regards

  • Avi Warner

    @Bruno, it's a one time cost that goes to buying me a coffee every once in a while :)

    @Jeff / @Steve / @Greg thanks for the shoutout, glad the app is working for you.

  • Steve Dark

    Hi Avi, hope it buys a decent number of really nice coffees. It's going to save me from some horrible kludgy work-arounds and ensuing headaches.

  • Bruno Roberto Trettel

    @Avi, thanks for the reply! You'll be seasick with so many coffees lol! Thanks for the app, will solve a big problem with some clients!

    Thanks again!!!!!

  • Jessie Schutz
    Zendesk Customer Care

    @Avi, you're a star, and we miss you! Thank you for making this great app. :)

  • Jeremy Heath


    Does this app also allow CC in explore?

    I want to be able to send a report to different users and it only allows Agents

    We need to be able to CC a particular user in our system and send the report to him once a week so he can see how our support is keeping up with his demands.

    Could you let me know if this is something that works?

  • Avi Warner

    @jeremy the app only works on tickets in Support. Haven't really looked into Explore.


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