Add end-user as CC via Trigger or Automation

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投稿日時:2009年10月22日

Desired functionality: a way to automatically add a CC to tickets that match a certain condition.

Example: Trigger if Organization is "Acme Co" and Priority is more than Normal, then "Add CC" - specifying an end-user email address.  This would allow the organization's primary contact stay in the loop about what their employees have requested.

Workaround: use a notify target "email" type to send emails to the person who needs to be CC'd.


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518件のコメント

Bailey Whitaker-Lea please PLEASE pick this up. For our team (and it sounds like a lot of other companies) this is a need vs a want, and makes achieving SLAs difficult. 

Thank you!

0


+ 1. We have more and more situations where multiple customers have an overarching entity that needs to be involved in all communications as they are the decision makers

1


Hey Brett!

The solution is already here in this post. Everyone looking for how to add CCs to a ticket automatically will be able to find this.

Maybe you can turn this into a proper guide article instead? Maybe here: CCs and followers resources – Zendesk help or here: Support – Zendesk help

Feel free to copy my solution.

EDIT: I couldn't resist the temptation of Zendesk swag, so I copied my answer to the user tips section: Tip: Use Webhooks and triggers to add CCs to a ticket – Zendesk help

Cheers,
Matthias

0


Matthias Miltenberger thanks so much for taking the time to share this with everyone! This would actually make a great user tip under our Tips from users - Zendesk Suite topic to help provide a little more visibility :) 

If you have the time, would you be willing to cross-post this under that topic for some sweet Zendesk swag? 

Thanks again and keep up the awesome work!

0


We figured out a way to add CCs to a ticket based on conditions defined in a trigger. First, you need to set up a webhook with the endpoint

https://<company-name>.zendesk.com/api/v2/tickets/{{ticket.id}}.json

as JSON/PUT request.

Then, you can define a trigger with your conditions that calls the webhook ("Update active webhook") and sends the following JSON data:

{
  "ticket": {
    "email_ccs": [
    { "user_id": "123456789", "action": "put" },
    { "user_id": "987654321", "action": "put" }
  ]
  }
}

You can use the Zendesk API to query the appropriate user IDs.

You may also configure another webhook to put a comment into the ticket notifying your agents about the change:

{
  "ticket": {
    "comment": {
    "body": "new CCs added",
      "public": false
    }
  }
}

Cheers,
Matthias

0


Hi Avi Warner

Our targets have been moved from http targets to webhooks, but as far as I can see the cc functionality is still working as it did before. 

Appreciated your comment and update though - thanks!

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Stuart Buddrige Matthias Miltenberger

Unfortunately, last year I had removed the app from the marketplace as Zendesk is deprecating http targets which are used by the app to function and I don’t currently have the bandwidth to update it. Also, the process (even if updated) was kind of awkward and could cause a fair amount of unintended consequences for Zendesk instances without the standard trigger setup. I've updated that site with this note as well in case anyone else stumbles across it. 

It was my hope to get things working with webhooks but there really wasn't a way to do it without having a server processing customer data. 

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Matthias Miltenberger,

Zendesk are never going to do this. It's best to bite the bullet and pay $5 for the app below:

https://www.aviwarner.com/carbon-copier

More info is available in previous pages in this thread, but it basically does the job for a one-off payment.

0


It is very unclear how to implement this feature in the current version of Zendesk. Dear Zendesk mods, could you please add a link to instructions on how to automatically add CCs to a ticket based on some rules like ticket assignee e-mail?

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