Jeff Guyette

After waiting for so many years for this feature, we too went with Avi's Carbon Copier app, as others now have, and it works perfectly.

While it might be great to have this eventually be something that ZD figures out how to do as core functionality - and the pointless discussions here in the threads about "light-agents this and light-agents that" might finally go away - we'll no longer be waiting or terribly interested.

The app has given us the functionality we needed all along, and we're using the heck out of it...just as expected.

If you're still waiting on this functionality from ZD and/or have been playing around with the various JSON solutions...you really should have a look at the Carbon Copier app.

Thanks, Kristin!  I appreciate the update and really look forward to additional updates from you regarding your teams progress on this as you resume your research into it.

Many others within this thread have mentioned that they suspected the reason Zendesk wasn't pursuing this feature might have to do with the use of the "Light agent" functionality. However, I don't see the two as directly linked. Having been subscribed to this thread for many years now, I've read the descriptions of desired use by countless administrators, and when taking those into consideration, along with our own needs, I think it's safe to say that the ability to auto-CC an end-user on an individual ticket is not really the same thing as providing someone Light Agent access.  

Having been subscribed to this thread for many years now, I've read the descriptions of desired use by countless administrators, and when taking those into consideration, along with our own needs, I think it's safe to say that the ability to auto-CC an end-user on an individual ticket is not really the same thing as providing someone Light Agent access.  

I sincerely hope that your team will come up with a simple and effective solution which will allow those many of us seeking this feature the ability to do what we are looking for, without the clunky workarounds, and without any intrusion to your agent licensing either.  

Thanks again!

Agreed.  Pierre, I'd love to see what you've come up with. 

Thanks Erin!

At this point, any update from you on this long-sought-after feature is good news... and even better to know that your team is finally making some headway on identifying a method to move forward with.

We know it has been a tough nut to crack, and appreciate the effort.  I look forward to hearing more about this as it becomes available.

Sigh.

Coming up on year SIX of this request, and still nothing.  Nada. Zip. Zilch.

Hey ZD PM.... how about an update on this.

Currently when you are subscribed to a Forum or to an entry within that forum (topic or post), anytime someone else makes another comment or update, you receive an update. Neat. Unfortunately, on a busy thread, this can mean that you're getting updates a lot. 

Having already checked with the support folks, I know that unfortunately ZD doesn't offer any sort of way to batch together all of those updates into a single emailing at the end of the day. A "digest" of activity on those subscribed forums/topics.

It certainly would make it nicer to see the digest of this, rather than continuous updates.

From what I understand, this can be accomplished via some clever API scripting - and I believe I've seen other ZD client sites accomplishing this, but we simply aren't able to place any development focus on that sort of thing right now, and we think it would be awesome if ZD offered this sort of thing directly within the core features.

Your thoughts?

I've given up on ever hearing further on this requested feature.

Nearly 200 customers indicated they would like to see this. The feature and thread grows for nearly 5 years... and still nothing further.  

Any kind of update at all - even something saying that you've changed your mind, and the feature is now no longer being considered as a future feature....even that would be better than not responding.

So...? Any update guys? 

Any update on this guys?

Like most everyone else, we've been waiting for quite a while on the ability to CC end-users by trigger. Our use case being essentially identical to that of the OP. Setting up an email target to the intended customer end-user is simply not a valid method in my opinion. The extra headache of handling it defeats all advantage.