Add end-user as CC via Trigger or Automation
Desired functionality: a way to automatically add a CC to tickets that match a certain condition.
Example: Trigger if Organization is "Acme Co" and Priority is more than Normal, then "Add CC" - specifying an end-user email address. This would allow the organization's primary contact stay in the loop about what their employees have requested.
Workaround: use a notify target "email" type to send emails to the person who needs to be CC'd.
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bumping this thread. I'm finding it difficult to understand why this feature doesn't already exist.
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Why doesn't this feature exist? A possible reason:
I worked at a company which had baked their own ticketing system and implemented a similar CC feature. As a result of numerous issues, such as; being blacklisted multiple times, infinite looping due to automated ticket updating from email triggers, distribution list fun, out-of-office reply cycling, etc... we had to put extremely tight restrictions on automated emails. There were only a hand full of people in the company who were allowed to make changes to these lists and there needed to be a detailed communication between the email admins before we would allow this.
Basically, this is extremely difficult to do correctly and changes on either side can have far reaching effects to everyone involved.
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Hello Zendesk team,
This has not been updated since 2018, is there new progress for this feature.
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Is there any update on if/when the feature of being able to add an end user as a CC is happening?
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I was really hoping to be able to CC non-agents (e.g., people who just need to be kept abreast of what is going on, but don't need to participate on an agent level). Any chance this will get extended to non-agents? I'm currently having to notify email targets, but that's more trouble to maintain.
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As another workaround suggestion, You can use the targets to add the CCs to the ticket instead of having to maintain the multiple targets for simply emailing.
That is what we do at my organization. The only downside to this is that when adding the end-users as CCs to the ticket there is no notification sent out. This simply makes sure that all future notifications will be sent to them as they are now CCs on the ticket.
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There's a workaround, using Dynamic Content, to get the CC to be added so they receive the first update.
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Thank you. I will definitely be looking into that.
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After looking at the link you provided, I only see the liquid code for looking up the CCs on the ticket.
I may be misunderstanding, but what I was getting at in my response was that when adding CCs to a ticket using an extension, that they are not sent an email. They are simply added to the CCs on the ticket and thus will start receiving any future emails.
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I was really hoping to be able to CC non-agents (e.g., people who just need to be kept abreast of what is going on, but don't need to participate on an agent level). Any chance this will get extended to non-agents? I'm currently having to notify email targets, but that's more trouble to maintain.
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This post is from October 2009 and nothing has happened.
The chances of this getting done is just below zero, so don't hope 2 much.
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John Witt solution actually works! Thanks.
https://support.zendesk.com/hc/en-us/community/posts/203422496/comments/360004868354
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Hey Yaniv Dayan,
Glad you were able to find a solution!
Best regards.
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Actually, it was not easy at all to find the correct answer among all responses to this issue. I had to read and test everything until I found John's solution.
My feedback - it will be really useful if there would be an option to jump his answer to the top of the list, or somehow mark it as a working solution.
Cheers,
Yaniv
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Thanks for that feedback, Yaniv. That kind of functionality isn't native to the Gather platform, though it is a customization we've asked our team to look into as a part of our upcoming work on this community.
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