Add 'Remove cc' trigger/automation action

It would be great for us if we could build a trigger to remove ALL CCs on given tickets. We have some automated system notifications that create tickets for us, but also copy dozens of other people. It's a tad tedious to go through and remove twenty CCs one by one.

Hello everyone, in case you haven't seen this, take a look at this here:

https://support.zendesk.com/hc/en-us/articles/204579473

Andrey from our team wrote a great article on how to remove/add CCs automatically!

@Andrewd if you wanna reset ALL CCs on a follow up ticket, that's really easy.

You need to set up a target that looks like this: 

Target URL

https://YOURDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json

Method

PUT

Attributes

ticket[collaborators]

Authentication is your Zendesk email address/token and the Token from the API settings.

You can fire this target within a trigger, let's say when the Ticket: Channel is "Closed Ticket" and then within the actions we can notify the new target with the message "null". This will reset all CCs on follow-up tickets.

Please let me know how it goes.

Hello Sandra,

I appreciate Andreys input and I may use it - it certainly takes me well beyond what I had been capable of before.  

However - I am a relatively experienced Zendesk user and this solutions looks pretty daunting, and I am not sure if it will do what we want - though it may do.

If it takes 10 pages to explain how it works, it really isn't accessible to normal users.

I think what you will find, is that people want the following:

Add trigger and automation actions

• 'Remove all CCs',
• 'Remove CC > agent or user name'

Leon

It is possible to remove all CCs from a ticket. 

There is not an option to do this using the actions on a trigger. Instead, you have to use a target. The set up of the target is explained   here under the heading 'Removing all users from CC at once'.

This does require some Zendesk skills, so please vote up this article if you favour an easier option.

Jake

Thanks for the quick response.  Could it be set up just like a mirror of the 'add cc' action (choose from a list of agents) - or even better just a free text field where you can enter a list of email addresses to remove from the cc list?

+100000000000 :)

Hey everybody,

Great news! 

Given the strong demand for this capability in the current thread, I decided to build a FREE app that would help Zendesk customers automatically remove all or specific CCs from any new ticket.

The app is work in progress, but you can register your interest from here.

OMG 8 years and still not resolved.

This one guy that logs calls , CC's Zendesk , and me as well , now i keep getting the updates on his calls logged. It doesn't even have anything to do with me.

8 Years zendesk , please.

The ask is to create a "Remove CC" trigger action.  Why is that such a difficult request?  If you can have an "Add CC" trigger, why not be able to remove specific CC's via trigger?

That solution doesn't work. One of the email lists is our mail Zendesk Guide email that needs to NOT be blacklisted. This IS a Zendesk Issue because Zendesk hasn't given us a way to handle CC's that we literally cannot control a customer adding without remove ALL of their CC's, including their own, valid CC's.

The fact that there is no solution to this issue after obviously years of pain points for multiple customers (based on the comments) ignores an obvious need in the product that is literally a product issue because we cannot control what external customers add to the CC field.