Mike

So after 6 years all that has happened is

"While there's still no movement on this in terms of actual work, we are narrowing in on a proposed solution we think would work nicely for this problem."

I'm lost for words ...

 

 

 

Since 6 years worth of "Quarters" have already passed the engineering teams that @Erin talks about have had plenty of time to do this, there clearly just isn't the interest in Zendesk internally as they see it as nothing more than an additional revenue stream and not an enhancement request.

Whilst Zendesk have this attitude it makes no difference what we say here, things will never change.

@Erin,

Thanks for the reply.

Since this has already been going on for 6 years can it not be put to the top of the pile, having to wait until next year without any real commitment isn't a good sign :(

 

Erin,

Thanks for taking the time to write a reply, since this has been going on for so long it is about time we got a proper response from Zendesk, so thank you for taking this on.

We have tickets that are automatically generated on a daily basis, these cover a multitude of issues over a multitude of departments and we have to be able to automatically CC end users on these tickets based on their content/urgency. We can test for the content just fine and indeed create a trigger for each type of ticket received, we just can't automatically add an end user as a CC at the moment, so we have to do this manually, everyday!.

Sometimes there is only one person that needs CCing other times there may be 2 or 3, but we could handle this in the trigger just fine if we had the ability to add end users as CCs via triggers.

The lists of people that need to be CC'd only change if we have staff changes, IE: People leave, join or change departments other than that they don't change very often at all however we need to be able to CC end users (Not agents or light agents) on a daily basis and at the moment it just isn't possible. The amount of time my agents are wasting on a daily basis CC'ing end users on tickets is ridiculous and we've reached the point where we are looking at other solutions for our help desk system.

It really is very clear from this huge thread that what we are asking for is what most people are asking for, just a simple field in the trigger where we can type in the email address(s) of the end user(s) we want to CC would suffice.

Since you already have code in place to be able to email agents then the underlying code is already in place to handle email, we just need the ability to add end users email addresses and not just agents.

Having been a senior WebOps/DevOps guy for many years now I really don't understand why it has taken so long to get nothing done, there clearly is a massive call from your customer base for this and since you are in the business of customer support one would have expected this to had been addressed a long time ago.

We are all continuing to feedback and participate as you have noted above however at some point you have to do something, we can't just go on discussing this forever.

 

@James,

We're currently looking at FreshDesk as an alternative to Zendesk.

We have system generated tickets that certain team leaders MUST be CC'd on, these team leaders are all end users ... we have to MANUALLY add them EVERYTIME the tickets come in .... this is DAILY!!!!!

This is a MAJOR issue for us and we are now forced to find another solution, it will be GOODBYE Zendesk as they seem to be more than happy for us to find another product rather than just implement something that is so simple!

A real shame as it is a good product but needs to move with the times otherwise Zendesk will become another M$ and just get left behind the competition!

Seems to be a waste of time adding to this request as it has been ignored for years now and I doubt there will ever be any progress made on it regardless of the constant promises to the contrary.

Disapointed.

Erin,

After all these years and so many customers requesting the same thing I am appalled to hear that you are only "re-reviewing" the request to add CC's via triggers.

We are now at a point where we have started looking at other help desk solutions to replace Zendesk as the "Adding CC's via triggers" is that critical to us.

Surely since so many of your customers are asking for this functionality it's time for you to actually start doing rather than just "reviewing" what we are all demanding?

Adding a field into which we type an email address rather than having a drop down list really can't be that difficult to implement, I've been a web op's techie for many years now and can think of many ways that this could be implemented easily,

It's time to act and not just sit back and take the cash.

We really need this feature too!

It can't be that difficult to to give us a blank field rather than a drop down so that we can just type in the email address that needs to be added to the CC list?

Since the functionality is already there to add the email address of an agent to the CC field then it is also there for any email address to be added, just change the field from a drop down to an entry field and we would all be happy.