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Adding non-agent CC in Macros
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投稿日時：2019年4月18日
We are seeking the ability to CC non-agent staff members in macros so that, when we have completed the work on the ticket and use a macro to indicate such, certain other employees besides the requester can be notified.
We are on the Team plan and are unable to use light agents.
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Scott Allison
Thank you everyone for your continued input here, it's truly appreciated. We don't have any enhancements planned in this area currently, but do have a couple of capabilities that we think can solve for the use cases many of you have. Those are to use Light Agents and/or Side Conversations.
If either of those don't meet your needs, one of our customers posted a clever solution here using http targets and triggers.
If none of these work for you, please continue to upvote and comment on this thread as we do regularly review customer feedback and our plans can change based on what we hear.
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Sylvana van Ommeren
Our team would also find it helpful to add CCs in macro's. Please add!
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James Peterson - Eastern Logic
1900331372104 - please send us an email at support@easternlogic.hk and we'll help you get it set up.
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Dan Noehl
James, I'm having a slight issue implementing this macro. Is there anyone that I can reach out to for guidance?
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James Peterson - Eastern Logic
Hey that's great to hear 5264685608602 ! Please consider leaving a review on the app so it can help more users in the future as well. Feedback is very welcome!
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Nikki Goodson
1263213579849
This is amazing! Thanks for sharing, I love it already!
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James Peterson - Eastern Logic
Hi All,
We at Eastern Logic have recently published a new app to the Zendesk Marketplace which addresses this specific use case. The app is called Macro CCs App and can be found here. It is free to install and free to use. Please feel free to reach out with any questions or feedback.
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Katarina Swank
Upvoting as well! We have some use cases where our agents need to always CC an end user to every ticket. This would be it a lot easier for them!
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Ian Apruzzese
Our use case is to have managers and team leads automatically CC'd on tickets based off a custom field. The lack of this feature and the apathy from Zendesk on rectifying this, instead going for a money grab by suggesting lite agents $$$ if the primary reason we are making plans to leave Zendesk and migrate to a different platform. This is an unacceptably missing feature, that is being intentionally hobbled by Zendesk.
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Philipp Schumacher
Adding email addresses to CC would make a lot of our processes simplier and more failure proof as well. Please add this feature in the near future :)
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Stephen Pascoe
All the requests but still don't see this as a worthy and simple addition. Sadly, neither light agents nor side conversations would do it. Love to see how many customers need to suggest a feature before litmos takes on customers advice. Hasn't happened to me yet!!
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