Allow email addresses to be CC'd that are not users
We only want users of our application to be able to submit tickets, so we have turned off the "anyone can submit tickets option" and we create user accounts for users and log them in through our application (using JWT).
However, those users may want to CC other people who are not users of our application. Our application users are university staff in certain departments, but on a ticket they may need to CC staff from other departments, staff from outside vendors, even staff from other universities who they may be collaborating with, etc. who do not have user accounts in our application.
It appears that email addresses cannot be CC'd unless they belong to a Zendesk user. If an address is added that doesn't belong to a Zendesk user, it is removed and an error added saying “Error: This user does not have permission to create new user records. The following email addresses have been removed from CC”.
Since a CC only allows that address to receive an email, why do they need to be a Zendesk user? What do we need to do to allow our users to include people who don't have access to our application?
Thanks!
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Hey @...
try https://www.zendesk.com/apps/support/carbon-copier/?source=app_directory
Although not a free app, it works great
I'm been using this for over a year and I highly recommend
Please take into consideration that it's auto cc which means you add first the cc in an organization / user respectively in order to work.
Sagi
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HI, Sagi. Thanks for the suggestion, but if I'm understanding what this does, I'm not sure it would help us. Our need is for end users to be able to CC other people, who may be different on every ticket, and who we don't know about. For example, a user in the admissions department (who is a user in our application) puts in a ticket about making payments, and needs to CC someone from the finance department (who isn't a user in our app). Later, they put in a different ticket about web service imports and they need to CC someone from the IT department (who also isn't a user in our app).
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We experience this same issue. Some customers may CC colleagues that are relevant to the issue, but those colleagues are not users in Zendesk. Is there anyway to allow this?
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The same issue as Melissa is describing.
Moreover, it just consumes the time of managing these users who were added to the CC into organizations as the customer might add persons of interest that are not a part of his organization.
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