Add 'Remove cc' trigger/automation action

We really require this feature and as a result are using the HTTP target workaround posted in this thread.

Unfortunately we've found it's not 100% reliable - sometimes when we action it via a trigger, the CC gets removed in the back end but not on the GUI. Then the agent will add a follow up note and the CC gets inadvertently added back onto the ticket. 

Has anyone had a similar experience and found a fix? 

The CC in this case is a Light Agent who we are @ mentioning but no longer which to have them CC'd on the ticket after the @mention. 

If it hasn't already been said, I would like to add the option to remove by domain. Our use case is that our employees are trained to CC everyone when creating tickets in the past. But as we move forward, it would be nice to know that if it came in from our e-mail domain, we can just remove those but keep any CC the customer might have added.

Thanks for the update @Kirsten!

Hi @jalle and everyone -- just an update, we agree this is a good idea and appreciate your all sharing the use cases behind the request.

The new CCs functionality remains in closed EAP with a small number of customers are we learn and iterate to the point where it's ready for a public launch. Anything touching email is extremely complex and high-risk, and it takes a lot of time to get it right.   

To be clear, the feature set in EAP does not currently include this exact functionality. But it unblocks us in that there is now a foundation on which we could build it. 

The other obstacle remains, which is shared by most organizations -- we have a limited set of resources and a nearly unlimited list of things we could be doing. Given that situation, while we recognize that the requested functionality would be valuable, it is not currently planned. We'll provide an update when that changes. 

Hi @Nicole, how are things concerning the EAP? 

Since we are almost halve way through March :). 

It would also be great to do it with Macro's

Thanks, Lucas. :) We'll keep pushing product for answers. 

Thanks @Nicole.

I know how it is, but we have to nudge sometimes :)

Have a great day.

Hey Lucas - 

I know, I know.. But I can't speak to how things were run prior to my time here. We're doing a lot internally to fix those communication problems and have much better management of this part of the community, but it takes time to have an impact, and unfortunately they can't build all of the products requested in all of the long-standing threads at once. The good news is, they are building some of them!

As for this request specifically, the product team is actively looking into a number of things around CC's, and they're planning to have an EAP at the end of the month. I can't say for certain whether it will solve this particular issue, but am hopeful that they'll find some solutions that will help.  

Thanks Nicole, 6 years to the date this was suggested and this basic functionality has not been introduced. #sadface

There are some workarounds available for those that want to remove all CC's or you could modify i guess for select CC's.

https://support.zendesk.com/hc/en-us/community/posts/209285958-Removing-ALL-CCs-from-a-ticket-via-a-Trigger-Target 

Disclaimer: It's not officially supported, which brings us back to... It's been 6 years - can some one work on this and make some #smileyfaces