Adding a cc to a ticket by trigger depending on a special organization

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  • Andrew J
    Community Moderator

    Hello Carola, you are not able to add CCs with a trigger. However you can email this person on a specific organisations tickets using a trigger and target.
    To do this, you set up targets for each person you want to email ticket details to.
    Then to create a trigger using the required conditions. Eg:
    Organisation is 'abc company'
    Ticket is updated
    And action,
    Notify target > target name.
    Add the message required and placeholder for public comments etc.

    You will need to refine this process if the person receiving the email is expected to respond, and gets added as a CC later etc.
    Or if perhaps they only want the opening comments.
    Let us know how it goes.

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