Add end-user as CC via Trigger or Automation

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2009년 10월 22일에 게시됨

Desired functionality: a way to automatically add a CC to tickets that match a certain condition.

Example: Trigger if Organization is "Acme Co" and Priority is more than Normal, then "Add CC" - specifying an end-user email address.  This would allow the organization's primary contact stay in the loop about what their employees have requested.

Workaround: use a notify target "email" type to send emails to the person who needs to be CC'd.


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bumping this thread.  I'm finding it difficult to understand why this feature doesn't already exist.

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Kristen Mirenda, a Zendesk Product Manager stated in 2018, that she's officially removing the "Planned" label to avoid confusion. Nevertheless this thread will celebrate its 11th anniversary in two months from now. Maybe there is already the possibility to get a certificate in the Guinness Book of World Records.

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Sorry, but no, this is not in the product. You would have to use a workaround like targets as suggested by Pierre here.

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Did this ever get added to production?

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Our organization is interested on this feature too.

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Nicole - Community Manager

Can we get an update on this?

It has been 2 years since an official update from Zendesk.

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Yes, there was an update recently. The whole thread and its desired functionality became time-barred in October 2019. The ten years are up.  :o 

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Is there an update on this functionality?

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This is the most unneccesarry process ever!.. What about just adding the e-mail adress. Or is that to complicated?
It works fine with Freshdesk...

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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.

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