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Automatically CCing an agent when Agent forwarding is enabled
投稿日時：2022年2月25日
Hi ZD Community,
Hoping someone can help with this inquiry, and I have not had luck with native functionality. Please see thread: https://support.zendesk.com/hc/en-us/articles/4408846792090?page=1#comment_4422848545306
When using the agent forwarding feature, how can I effectively keep the original requester (Agent in this case) on as a CC, once the ticket requester changes to the end user? What is a good trigger to get this done?
My use case is our agent wants support to work directly with the end user (client in this case) when they forward an email over to support, so Agent forwarding works in that regard, and the ticket requester automatically becomes the client. However, they still want to be made aware of ticket activity from there on out, so I need something to auto add them as CC as part of the workflow.
Customer support could not give any option to automatically CC the agent, without the agent having to remember to do something ahead of time (i.e add themselves as CC in the email, or use mail API to hashtag a command in the email). The whole point is this type of change should be transparent. If anyone has any thoughts, it'd be most appreciated.
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4件のコメント
Lou
Jimmy Rufo I have not found a way to automate it.
Brian N. Cianciolo I have never tried that. I would "assume" that if you're the one sending the email, you can't cc yourself. You could set up a trigger based on the from email address adding you as a CC.
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Brian N Cianciolo
Hello Louis Borocki. If I CC myself on an email that I send to Zendesk, then Zendesk removes me from the CC field. Does this work differently for you?
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Jimmy Rufo
Hi Louis Borocki, yup, we have that as best practices guidance, but my challenge is my internal agent base won't necessarily remember to CC themselves, and we often have new agents come in. The idea is to somehow automate this action, which is what I need guidance on.
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Lou
One way would be for the agent to add him/herself as a CC on the email. This will automatically add him/her as a CC on the ticket.
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