Add 'Remove cc' trigger/automation action

They will never implement this. 

Either the current engineers have no way to navigate the codebase to add this feature, or they don't want to triage existing systems and spend their time working on vanity projects or “cutting edge” AI solutions. Or they are being led by their PMs to do higher ROI projects. Or they are dysfunctionally unable as an organization to take customer feedback and translate it into results. Or they just don't care about you, the customer. Or all of the above.

I'd recommend you unfollow this topic, as I've been getting alerts for this every few months by customers like you surprised about the lack of movement. It will clog your inbox and frustrate you that this company, that is built around building CSAT solutions, doesn't gaf about CSAT.

They say “this helps our Product teams tremendously to know what is most important to you. ” but 12 years and 190 comments later , this has not been added or even planned

Seems like a fairly simple addition in functionality to allow to remove specific users from the CC if you already have the functionality to add specific users.

I'm surprised and honestly disappointed that this is unresolved after 13+ years. 

Has there been any action on this? 

My team needs the ability to strip out all internal users from the cc line and add them as followers at a minimum.

I see in preferences I can choose to select Follower and CC but not Follower or CC and rejecting all CC adds from our own internal domain for customer tickets would help our process greatly.

 

Hi Everyone - 

New PM for Triggers & Automations here, catching up on the requests in the Community. It has been great to see all the feedback from you! I certainly understand your frustrations around needing more flexibility in your trigger conditions and actions. While we are actively working to improve Triggers this is not a feature we currently have planned, however it is in our backlog of potential improvements. 
Thank you for sharing your use cases as this helps our Product teams tremendously to know what is most important to you. 

I've ran into this issue a couple of times.

Right now we recieve a lot of emails, up to 200, from the same sender over an hour. Most of them are caught in zendesks spam, but because there is a mailgroup on as cc, which our supportmail is part of, a mailoop is created, so even more mails are sent. It's this that we're trying to stop.

This is a classic example on how Zendesk doesn't care on what their users think. We are trying to make their product better. 10 Years later and this is still in the maybe pile. 

Great news!

Our app was approved by Zendesk and listed on the Apps Marketplace.

Always FREE for early customers.

Sign up to automatically remove the CCs based on your own criteria.

Yes, it will use a trigger & target to get notified of any new ticket, then the Zendesk REST API to remove the CCs as per configuration.

Sorin Alupoaie
So, this app of yours presumably uses the API to look at tickets and remove CCs when set criteria are matched?