트리거를 사용하여 최종 사용자를 자동으로 참조할 수 있나요?

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Brett Bowser

Zendesk Community Manager

2025년 4월 17일에 편집됨

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      John Akpan

      @image avatar

      Arick Hauschild

      Here is a sample step I used and it works.

      Step 1:

      Create a webhook with POST
      Endpoint URL == https://{domain}.zendesk.com/api/v2/tickets/{{ticket.id}}

      • Method  == PUT
      • Authentication == Basic
      • username == {admin_email_address}/token
      • password == {api_token_created_in_zendesk}

         

      Step 2:

      Now create a trigger that will link to the webhook. On the action here is the code you use

      


{
   "ticket": {
       "email_ccs": [
           {
               "user_email": "{end_users_email}"
           }
       ]
   }
}

      This works for me and you can play with the trigger part to take dynamic fields data and auto cc the end user.

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      Permanently deleted user

      I need this feature. There are much cheaper systems with far fewer features that can do this.

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      John Akpan

      Unfortunately, you can only use one trigger per user.

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      Shawna James

      Hey Katherine, thank you so much for taking the time to provide us with your feedback here. It seems like you have product feedback for the team, I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. Please note we do not share our product roadmaps publicly. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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      Jake Warren

      1263213546349 - Just wanted to pop a comment and say thanks for your suggestion, this works like a charm. 

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      Katherine Tanner

      Want to chime in as yet another customer who would love this feature.

      Any update on where it is in the roadmap?

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      Jeremy Sydney

      I need specifically to be able to add an End User as a CC on a ticket, because there are certain functions of the ticketing system that completely break if non-CC'd users communicate on tickets they're not CC'd on.  For instance:

      We have a decision-maker subscribed to all ticket emails.  She responds to a ticket without checking in the portal that it's closed.  Her email generates a Follow-Up, her response becomes an Internal Note, and the Follow-Up is opened with the original ticket Requesters/CC's. We then have to manually add her as a CC.  This is only one example of how the ticket flow doesn't really "care" about non-CC'd responders.

      She now has to check the portal for the status of the ticket before she communicates on it, which isn't the end of the world, but it adds overhead for her.  Being able to add her as a CC would lower overhead for both her and us.

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      Zsa Trias

      Hello Amy,

      There isn't a trigger action to automatically add end-users as CCs/followers, but here's a workflow you may want to try: Workflow recipe: Notifying External Email Addresses

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      Amy Gracer

      I'm new to webhooks, and therefore a bit lost by the comments in this conversation when not everything everyone tried worked.

      Has anyone put together a step by step for automatically cc'ing end users on tickets? It seems like this would be a feature lots of folks would want. 

      Thank you so much to anyone who can assist!

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      Dan Ratzlaff

      The webhook method works well for me adding a CC to a ticket on creation, but the newly-added CC does not automatically get the first notification that a ticket has been created.  I believe it's the way the triggers get processed.  I had to add a tag in the same trigger as the webhook, then add a new trigger that looks for Ticket->Updated and that tag present to send the requester and CC the notification that a ticket was created.  It also removes the tag.

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