Andre Joseph

We recently rolled out Zendesk in our environment and some users are already annoyed that they are getting copied on ticket updates. We implemented a middleware approval system that will automatically request approvals for certain types of tickets. Sometimes multiple approvals are required. Approvals are processed when the approver responds to our automated approval emails with #approved or #denied. This response goes into the ticket comments and adds the approver to the CC list. But they generally don't want/need to be notified about additional ticket updates.

After getting complaints, I looked for a way to remove folks from the CC list (or prevent them from getting added). Like the rest of you here, I quickly discovered there is no way to do this in an automated fashion. I, too, am confused why Zendesk has not provided a solution to this. It seems like a simple enough thing to add to trigger/automation actions at the very least. A simple "remove all users in the CC list" would be a start.

Thanks,

Andre