Auto CC user(s) on Condition (Ticket Create)

There are many different uses for the CC option. The instructions below are just for CC'ing a particular person based on the creation of a ticket where the value of a field is True.

I use several CC logic. One which fires via a macro. Everything should be here to get you started anyway... Good luck!

 

Step (1) – The Field Admin>Manage>Ticket Fields

1. Firstly you will need to create a new drop-down field and add your values to it. The example below shows a ‘CC Third Party Repairer’ field for two companies. (NOTE: Once created, you'll need to return back to this field and take note of the Custom field ID)

 

Step (2) – The Form Admin>Manage>Ticket Forms

1. Click on your form to edit it.
2. Add your newly created field to your Form by dragging and dropping it in the prefered order.
3. Refresh your Zendesk in order for the field to show.

 

Step (3) – The Dynamic Content; 

1. Under Admin>Manage>Dynamic Content - Add a Dynamic item

• Give the Dynamic Content a meaningful name (title)
• Select the language type
• Type the content as shown below

Notice the placeholders for the Field ID and tags, taken from above. The full email address for each company is also required.

Step (4) – The Field Admin>Settings>Extensions>Add Target>URL target

Select the Url target option near the top right

 

1. Give the Target a meaningful title
2. Url; https://yourdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json+?ticket[collaborators]={{dc.third_party_email_mobile_repairers}}

Note: The placeholder '{{dc.third_party_email_mobile_repairers}}' is the name of the Dynamic title created in Step 2 above.

 

Step (5) – The Triggers; There are 4 triggers in total, 2 for each company.

1. Under Admin>Business Rules>Triggers - Add Trigger

• Depending on your 'Use Case' you'll need to create a trigger for each company (or any field the rule-event is based on). The example below shows the logic set-up for “Company 1”. The following rules/conditions is based on the condition that the ticket is created and value "Company Name 1 (repairs@companyname1)" is selected from the field.

NOTE: Just above (common practice) we remove the tags from company 2, just in case they were there previously. Outlined in Blue we add and then nulify the tag to prevent it from fireing in a loop.

 

The 'Update' Trigger; Here we have another trigger should you want to update/change the CC for another company. (again, depends on 'Use Case')

• The below shows the logic set-up for “Company 1”. The following rules/conditions is based on the condition that the ticket is updated and value "Company Name 1 (repairs@companyname1)" is selected from the field.

NOTE: Just above (common practice) we remove the tags from company 2, just in case they were there previously. Outlined in Blue we add and then nulify the tag to prevent it from fireing in a loop.

 

 

IMPORTANT NOTE: To remove the CC you should create another trigger, (if xxx field is blank) ensuring you create an action to remove all tags.

That's it.. you should be done.

 

Not Working? 

1. Go to; Admin>Settings>Extensions>Edit Target
2. Re-type over your password
3. Update Target
4. Submit

:-)