Jhoan Zabala

Hi Rob.

I agree with you, I only offered a solution to this case, is an alternative for who they can implement in this way.

Hi Darren.

The solution is this:

Add a trigger that calls a webhook, in that webhook you add the url of the zendesk request to modify tickets, inside the json body you put the id of your final user within the value aditionals_collaborators and then in each call of that trigger you execute that webhook and with that it would be ready.

Hi @Mark Hinson!

Follow the next steps:

1- Go to configuration -> extensions
2- Add destination -> HTTP destination
3- Add a title for the destination
4- Add the following url: https://subdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json to update the ticket that enters zendesk.
5- Add the PUT method
6- Activate authentication and place the administrator user of your account to use the extension every time it is executed.
7- Save the extension.
8- Go now to the triggers and add a new one.
9- Place your conditions according to the case.
10- In the actions of the trigger call your extension by selecting the option "Notify destination" and add in the text field that shows the json to update your ticket, within this json what you will do is pass the id of the end user with the instruction "additional_collaborators". Example of this json at: https://developer.zendesk.com/rest_api/docs/core/tickets#setting-collaborators
11- Save the trigger and you're done.

Each time this trigger is executed, the CC will be automatically added to your ticket.

Considerations:

If you want to add those id dynamically you can create a custom field in the ticket and take it from there every time you enter a request, instead of placing the id manually in the json, you will pass the ID of the custom field with "custom_fields_123456789".

I hope I've helped.

Regards!

@Avi Yes, the mails are valid but it is actually how you clarify in the end, if you do it like this, you can fail later because a user can change mail, more feasible is by the user ID, this functionality I develop it and in the Nowadays he runs me without problems. Successes!

For those who still can not, the solution is: add a trigger that calls a webhook, in that webhook you add the url of the zendesk request to modify tickets, inside the json body you put the id of your final user within the value aditionals_collaborators and then in each call of that trigger you execute that webhook and with that it would be ready.

Wait for response.