CC all/select users in an organization when a ticket is created under that organization

Kyle Pinkley

• 2021年01月19日 20:33

When a ticket is created I would like the option to CC all users (or select users) in the organization anytime a ticket is created by another user under that organization.

I asked in Zendesk chat today (#626432) and was told this isn't possible and to post here (Zendesk Product Feedback forum). This is similar to https://support.zendesk.com/hc/en-us/articles/228431828-Can-I-automatically-CC-all-users-in-an-organization-.

• 正式なコメント

  Matt Bagnara

  • 2022年01月07日 05:42

  Zendesk Product Manager

  Hi Kyle Pinkley 👋🏻

  Matt here from the Zendesk Product team. Thanks for your feedback. I'd love to learn more about your particular use case, can you please share why you would like to CC or select all users when a ticket is created under an Organization?

  Best,
  Matt

• Elise Doherty

  • 2021年08月24日 12:58

  This would be so useful! Found a similar feature that was beta in 2008 with no update since 2009...

• Michele Barard

  • 2022年03月29日 00:46

  Hi @...

  We have a similar need. Our software allows superusers to create tickets on behalf of the agency; however, if individual users manage to create tickets themselves, they need to be copied on the tickets automatically, as our team can't have to remember to CC a particular user or set of users for every customer we serve.

• Mohit Saran

  • 2022年07月18日 18:26

  We also have a use case to cc other end users while creating a new ticket. For e.g. our PO team submits a zendesk ticket but also want to cc users in other teams who don't use zendesk. There is an option  in Zendesk to add CC to the ticket ticket intake form  but it requires users to be  signed in first (and in our instance we do not require users to signed before creating a ticket). 
  
  
  

• Jason Oliver

  • 2022年07月20日 20:12

  Just here to echo other comments. As some of our clients want the entire staff to be able to submit tickets but also copy specific managers in all tickets, it is critical to have a clean way to automate the process. Our best solution currently is to manually add them from a separate list that always has to be accessible.

• Jake Warren

  • 2022年12月14日 21:21

  This would be an amazing feature. There are some key leaders in orgs that want to have the ability to step in on all support tickets for their org, but it requires someone to manually CC that person (either the requester or assignee). 

• Brent Ervin

  • 2023年01月06日 16:11

  We absolutely need this feature as well.  Some of our clients have internal IT teams that need to see ever ticket their users open with us.

• Arbis Garcia

  • 2023年04月13日 17:20

  As a user of Zendesk, I strongly urge the company to implement the feature of CC-ing all or select users within an organization when a ticket is created by another user under that organization. This will not only benefit me, but from the responses we have received, it is clear that many other users also need this tool.

  The ability to automatically CC relevant parties in an organization when a ticket is created or updated can significantly improve communication and reduce manual tasks. However, to fully utilize this feature, it is crucial to have a system for organizing users within Zendesk. This is where the need for organizations becomes apparent.

  By creating organizations and assigning users, we can easily CC all relevant parties when a ticket is created without requiring manual tasks such as forwarding emails or updating contact lists. This will save us time and allow us to focus on providing better customer service.

  Furthermore, having organizations in Zendesk can provide valuable insights into communication patterns and help identify areas for improvement. By analyzing ticket data by organization, we can better understand common issues and work to address them proactively.

  In conclusion, implementing organizations within Zendesk is not just a convenience but a necessity for many users. It will significantly simplify our processes and improve communication within our team and with our customers. I urge Zendesk to prioritize this feature for the benefit of its users.

• Peter Paul van Dijk

  • 2023年10月30日 13:02

  I would find this function usefull as well.

   

• Aron Coyle

  • 2023年11月01日 21:57

  This would be very useful when supporting larger companies with a large user base. It allows owners and key points of contact on the customer side to keep current and up to date on all of their account tickets without having to read through a list of tickets every time.
  
  It also reduces the friction when those users do need to get involved in tickets where they were not cc'd by the end user who raised the ticket and will make it quicker for the support team and the customer to get to the resolution

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