Add 'Remove cc' trigger/automation action

Hi Robert - 

Thanks for your feedback. The product team is looking into what they can do with cc's. 

This would be a great addition! Missing this feature for Macro > Add action > Remove CC

There already exists action Add CC, so it would be more than logical to also have Remove CC.

Any comment?

Hi all - 

Quick update, the team is evaluating how CCs work and they're looking at a number of different possible solutions for the problems that currently exist within the cc functionality. They haven't yet made any final updates to what the solution(s) will be, but we'll continue to update you here as more specifics are determined. 

+1

Need a macro for removing a certain known address from CC.

Identical to the action "Ticket -> Add CC", I need a new action "Ticket -> Remove CC"

Hey Mindaugas - 

Please don't disparage our hard-working dev team. They're working on lots of awesome stuff! 

CC issues involve a hefty evaluation around security and business impact - things that seem like they solve problems for some users create problems for others. I know that product is looking into several issues around CC functionality right now, and am hoping to have some updates around those things soon. 

probably it's too complex task for zendesk devs :D 

+ 1 on removing CC via automation

+1 on allowing self CC removal by replying back to the email with some "Secret" word  (#NoCC) 

+1 I have recently started using Zendesk and quickly needed this functionality so we can escalate tickets outside of Zendesk and allow the user to respond without being added as a CC.

I have put together an API call using liquid markup in a Zendesk trigger that does the trick but it isn't the most elegant solution:

{% assign cc_list = "[" %}
{% for cc in ticket.ccs %}
{% if cc.email != current_user.email %}
{% assign cc_list = cc_list | append: '"' | append: cc.email | append: '",' %}
{% endif %}
{% endfor %}

{"ticket": {"collaborators": {{ cc_list | append: "]" | replace: ",]","]" }} } }

The above just removes the current user's email address from the list of CC's.

+1

+1