Jeff Callahan

Jon

Thanks for posting the support workaround - this worked perfect for me!

Basically i'm looking to alert Account Managers and Executive  Management when the TIcket Priority is greater than Normal or the Custom field "Escalation" is checked.  I simply created emails groups and  corresponding EMail Targets.  I then created Triggers to perform a "Notify Target" and included '{{ticket.comments_formatted}}" in the message.

I actually prefer this to a CC.  We manually cc internal people on tickets and somethimes they simply Reply to All and unknowingly update the ticket.  thankfully there has been nothing damaging.

 

Regards

Jeff

I agree - this is a basic requirement and should be fixed.  The only workaround I can see is purchasing additional seats

@Patrick - thanks for the info, that is harldy a workaround

I see that this feature is marked as "Planned" 

Hopefully Zendesk can provide an ETA and/or solution shortly

@Jennifer

Can you please document this workaround to use a notify target "email" type