Add end-user as CC via Trigger or Automation

Kristen Mirenda - any update on this since your 2018 post?  thanks, Jodie

https://support.zendesk.com/hc/en-us/community/posts/216284948-Auto-CC-user-s-on-Condition-Ticket-Create-

This is exactly what we need, we have our helpdesk open to all users, but only some users are their account "Admins" who have to sign off on the work being done if it incurs a cost.

Just want to add my hat in the ring that the 226166882 app works really well and was worth five bucks. I paid it out of my own pocket to save myself the hassle!

We have both IT and HR support queues that manage our internal organization. There is a shared queue for user MAC (Move/Add/Change). We created some nice macros for New Hire/Employee Transfer/Leave of Absence/etc. that have specific tasks and questions that need to get filled out. So we'll see things like Name, Employee ID, Department, etc.

We also want to notify certain key users that have no other reason to be in Zendesk (Payroll, Accounts Payable, CEO, etc.) so that they know about user changes as they move through the process. I simply wanted to create a macro that added those folks in as appropriate for the type of change that was being submitted. That was not possible as the only actions that are available are for followers.

I installed Avi's app and noted that I don't really need to use the custom fields, I just cloned the trigger and then added:

Tags contain at least one of the following: cc_payroll

Then I updated the JSON to just have the email address hard coded:

{"ticket":{"additional_collaborators":"user@domain.xxx"}}

I cloned that a few more times for each user that I need for whatever task. Then in my macro I simply set the tags for all the individual CC's I need, i.e. cc_payroll cc_ceo, etc.

That is probably not the fastest solution, but I only needed this CC setup for a handful of macro-built tickets and they wont' apply otherwise. Hopefully that is helpful to someone! :)

I come back to me previous comment which was wrong and I'd like to correct it.

Actually, you can authentify your http target with a token. You have to set the following:

user: <your email>/token

password:<your token>

and then all works fine

Hi there,

As far as I have seen, the workaround via the target HTTP doesn't  work as long as your login system wide is SSO. On top of that, creating targets emails can be a nightmare depending the number of target that need to be created + the triggers. Of course you can create them on the fly via the APIs, but still, you may have hundreds of email targets + triggers to create and schedule a refresh of these so that the are aligned with your system at any time.

I am still looking for an "elegant" workaround, the HTTP target would have been one of those.

I was trying to create a workaround you suggested. 

Workaround: use a notify target "email" type to send emails to the person who needs to be CC'd.

But mine does not show the "Email" type only the "Slack Integration End Point".

Please help.

We're using our own tool, Tonkean, to do this. We mix multiple different pieces of logic that trigger email (and Slack) notifications to the team when certain customer conditions are met.

Hi Rob,

I just set this up and I was receiving the same error, then noticed that under settings->API the Password Access was disabled. Enabling this "Password Access: Enable API authentication using an agent's email address and password" fixed the issue. This is working great for me now, thanks John.

This new found power in the HTTP targets calling the API opens up all sorts of possibilities.

+1