Create a trigger based on the condition if a CC matches some emailaddress
Dear,
This is a product request regarding https://support.zendesk.com/hc/en-us/community/posts/115001252648-Trigger-for-CC-user
in short:
I would like to create a trigger based on the condition if a CC matches some emailaddress.
Example:
If a ticket contains john.doe@mail.com in CC => assign the ticket to a certain group.
We forward emails from our support email-address to our zendesk support email-address. In this case our support email-address is added as CC in the ticket. Based on this CC we would like to create a trigger to automatically send the ticket to a specific group.
Thanks in advance!
Best regards,
Ruben
Nallian Support
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I too would like to be able to use this. My company uses a Zendesk as the main support line but the majority of my users email me directly instead of the support line regardless of what I request they do. It would be nice to have this feature so we can set a trigger that will allow me to set a CC on the email that auto assigns my tickets to me instead of dumping them in the queue. Otherwise, it is a pain for me to make sure I get all of my emails and I don't want them going to someone elses ticket count as it is part of our metrics system.
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This is something we would very much like to be able to create, we send tickets to our group email and would like the cc'd person to be the trigger condition.
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We too would love this - it's a big problem for us based upon a new feature/product that we've acquired.
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+1
That feature would be very helpful!
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This would be extremely useful to have. Zendesk do you have a response please?
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Zendesk, we have not had any updates on this feature request in 3 years. Can you please add this to your backlog? This is a very standard condition in other systems like FreshService, FreshDesk, and Zoho Desk.
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Agreed. I have two ingress emails for our helpdesk. One is for normal tickets, one is for urgent issues. Occasionally someone will email an urgent issue to the normal email and CC the urgent email. Currently there's no way to trigger on that.
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Agree! Would be great if Zendesk responds to this post.
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We frequently have this occur and the tickets end up unassigned. This impacts 5 - 15 tickets per day, resulting in delayed responses/assignments and requiring admin time to assign. In many of these cases as well, there isn't enough information to reassign and they need to be redirected back to the form (ie. the person got help and cc's the general support email they corresponded with).
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We would very much like to create triggers based on CC email addresses.
Sometimes people are responding to a customer outside of Zendesk, but also CC'ing our main support email, which doesn't get picked up by our normal email routing (which is based on Received At).
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Agreed - This would be very useful - is this in the product roadmap?
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