Remove Follower and/or CC for ticket update per trigger/automation action
Actually it isn't possible to delete the Follower and/or CC on a ticket automatically, by updating the ticket.
It would be very helpful, time saving and efficient if this process could by handled automatically and not manual. Each manual process costs time and can be failing.
We would like to remove the Follower and/or CC for special users/organisations.
Is there a way on Developer stage to think about a set up for this action?
Thank you.
Bianca
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Hi @...
Maybe the Notify Target action in triggers and automations may help.
You'd need to be able to define the condition which would require the removal of all CCs, then define the JSON body to clear the CC and follower fields, including the collaborators, which would look something like this:
{
"ticket": {
"follower_ids": [],"email_cc_ids": [],"collaborator_ids": []}}The setup required for this is described here:Note that Zendesk is just another "external" target in this context. My setup for a target to update Zendesk tickets is:
The URL is ending with https://<yourdomain>.zendesk.com/api/v2/tickets/{{ticket.id}}Yours trulyPeterP.S. Thanks, @Oliver Tietze for the collaborators tip.
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Thank you very much @..., we will check that at our end!
Bianca
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If you want to retain certain but remove others (always static per trigger, though) have a look at:
https://developer.zendesk.com/rest_api/docs/support/tickets#setting-followers
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@... thanks for that useful workaround. We suffer from plenty of problems caused by the Zendesk integrated instransparent automations, especially with merging tickets.
Rolling out your solutions we realized that the tickets remained with a "CC" shown in the ticket.
Adding "collaborator_ids": [] fixed this. You might want to mention this in your original solution.
As far as I learned, if a collaborator is present, this is turned into a follower or email cc by Zendesk. But deleting the followers and e-mail CCs will leave the collaborators intact and strange things happen (the ticket shows NO 'email_cc_ids' in the object (retrieved by the API) BUT the frontend shows the CC user still in the form (and no change visible in the events log).
Resetting collaborators obviously removes it from everywhere.
Regards
Oliver -
Thanks, @..., I integrated your extension.
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Peter Hochstrasser thanks for this solution, the webhook works as a charm.
But, I only want to run the trigger when a specific follower is added.Do you have an idea how to do this? Since it isn't selectable when creating a trigger nor does it add a tag when a follower is added.
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Hi Jorn
You need to be able to assemble the trigger condition in Zendesk's triggers.
As CCed, collaborating or following users are not in the list of trigger conditions, you are out of luck doing this with internal means.I thought maybe you can use a tag on that person's record, but that only works for requesters and assignees, if I'm recalling this correctly. So, you're really out of options here.
You have to resort to an API solution, either as an external solution running on a web server, or by creating your own Zendesk Support app and check all tickets being saved for your conditions.
So, in short, no, you cannot do this at this time with the means offered by Zendesk.
Yours truly
Peter -
Peter Hochstrasser
Already thought there was no solution within Zendesk itself, big bummer.
I'll give it a try by setting a trigger on ticket creation and let the API call do it's work at first. -
Hi All,
I set up this webhook using the following:
{
"ticket": {
"follower_ids": [],}I do not want the CC's to be deleted only followers; which is why I didnt include "email_cc_ids": [] or "collaborator_ids": [] in my trigger. We use followers internally and CC's externally. However the above webhook does not work for removing followers at all. If I include "email_cc_ids": [] or "collaborator_ids": [] it DOES remove the follower perfectly however it also removes the CC which will cause issues for us. Has anybody experienced this? Our goal is to streamline our processes and automate the removal of followers on ticket update however I cannot seem to find a solution that works without causing other issues (removing CC's). My knowledge on webhooks and API calls is very limited so I am wondering if the answer is staring at me in the face and I just am not connecting the dots. Any help would be greatly appreciated thank you! -
EDIT: here is the correct trigger there is no coma after []
{
"ticket": {
"follower_ids": []} -
Scenario: I often ended up copied in on a Zendesk ticket, I then receive loads of emails which I don't really want.
Case: I would like to be able to click a button in the email to remove me from being copied into that ticket.. At least until someone re-adds me. Much like clicking on the ticket URL to see more of a description or also a link like unsubscribing from junk email
Does any function like this exist in Zendesk where we could create a link for this in a trigger email?
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Rachel Briggs did you get any further on removing just followers and not CC's
I've tested this today and likewise it only removes followers if collaborators is included but then it removes CC's too.
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Just thinking is there a way of having the webhook add the CC's back in. I tried it earlier but couldn't work out a way of getting it correctly formatted in the trigger to prevent an error.
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