Tip: Use Webhooks and triggers to add CCs to a ticket

4 Comentarios

  • Dave Dyson
    Thanks for sharing this, Matthias – I do have to caution that using a trigger and webhook to update the same ticket that the trigger is operating on can lead to race conditions that could occasionally prevent the ticket from being updated. See Can I use a trigger and a webhook to update tickets?
  • Matthias Miltenberger

    Thanks, Dave!

    Please, feel free to suggest a better solution to update CCs on a ticket based on some condition. I don't exactly like my solution - it just appeared to be the only feasible way to implement this because CCs do not appear in the trigger options. I am happy to use a different approach.


  • Christopher Kenrick


    Many thanks for sharing this - this has been an absolute lifesaver for me and one of our biggest clients!



    Is there a way to utilize JSON if/then to dynamically add cc email addresses?  I have a drop down field that specifies the location the ticket belongs to, and previously used dynamic content to pair it with the appropriate emails for that location.  Can the location be extracted in JSON, and then used to validate emails to be cc'd?


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