Add end-user as CC via Trigger or Automation

498 Commentaires

  • Elise Doherty

    FYI - Got in touch with the developer of the Carbon Copier app and they had to take it down as ZenDesk is deprecating the http targets required for the app to work. So that's one option less for us. 

    0
  • Graeme Carmichael
    Community Moderator

    @Carly

    Zendesk's Andrey Sarapulov has provided an excellent article on how to manage CCs using a variety of tools. It does require a bit of Zendesk experience and is not a solution for everyone, but it will allow you to set a default CC end user per organisation.

    There are too many steps to describe here, but you can create a custom organisation field to hold the target email and then modify Andrey's instructions for adding the current user to the CC list to add the user in the custom organisation field instead.

    The URL target would be something like:

    https://DOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[collaborators]={{dc.do_not_remove_-+_extract_cc_emails+|+prepend:','+|+prepend:{{ticket.organization.custom_fields.cc_this_user_on_all_tickets}}

    For others needing a solution now, Andrey gives a few useful examples.

    -1
  • Deepa Daniels

    Thanks for your feedback and patience. Though its been a long time coming, there are currently some solutions in the works. I will be back with another update in the near future. 

    -1
  • David Andrews

    To be revised.

     

    -1
  • Yoram Dagan

    @Jeremmy

    I managed to overcome this issue by using forwarding rules.

    I have an operational agent which I use for general actions such as that.

    I schedule the report/dashboard to be set to him and add forwarding rules in this user inbox to forward this report to any end-user.

     

    This also works of forwarding to mailing groups, so if a few people need the same report/dashboard, you can set your forwarding rule to a mailing group.

     

    Hope that helps

    Yoram 

    -1
  • Avi Warner

    @alon unfortunately not that I can figure out :/ 

    The app works by adding CCs via target as the ticket is created, but by the time your 'Notify Requester of Received Request' trigger, or the internal triggers that notify CCs fire, the CC isn't yet in place. 

    -1
  • Brian McGinley

    David, Thank you! Purchased it.  

    -1
  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing this alternative John!

    This is great :)

    -1
  • Avi Warner

    @Christian, that’s right, I’m not sure my app will work on Essential plan. If you were able to purchase, please reach out to me via email and I can help w a refund.

    @Gasper, take a look at my app (Carbon Copier), it should be able to take care of that use case.

    -1
  • Brett Li

    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.

    -1
  • Andreas Pfeiffer

    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

     

     

    -1
  • Tyson Schumacher

    Just want to add my hat in the ring that the Avi Warner 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! :)

    -1
  • Nicole Saunders
    Zendesk Community Team

    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.

    -1
  • Jake Holman

    @Jonathan: That's likely what we'll end up using. Unfortunately it's not as simple as just shoe-horning it into that page :)

    -2
  • Savchuk Taras

    @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.

     

    -2
  • Kristen Mirenda

    Hi @Kate, there is no further update at this time. While we're are making progress on some foundational functionality, this feature per se is not currently on the roadmap, and I do not have an estimate of if and when it will be.

    -2
  • Jake Holman

    This should actually be making an appearance very soon. Sorry for the radio silence. 

    To clarify, in the version we release, it will only allow for agents to be CCd via Triggers and Automations. 

    -6

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