Not allow agent to see internal comments

Thanks Sam! 
I actually tried the option 1, with the tags, but it still did not seem to work. But combining my webhook for CC and public comment seems to work. I was doing them separately. Appreciate the fast responses! 

Hi Jeremy K.!

Yes, that is correct. Email targets do not maintain continuity with a ticket. Additionally, a CC added to a ticket, as a singular action, does not trigger an email response. The CC becomes notified on subsequent ticket updates.

There are two ways around this:

• You can create an automation which looks for a tag that the trigger applies at the time of CC, and includes a cancellation tag that prevents the trigger from running again later on (this option though introduces a time delay)
• On your webhook, combine the CC and a public comment update in the same trigger action (preferred)

For the second option, your JSON to notify the webhook should look similar to this (with whatever you want in the comment section):

{"ticket": 
    {"email_ccs": [{ "user_email": "user@company.com", "user_name": "John Doe", "action": "put"}],
    "comment":{"html_body": "Adding John Doe as CC.", "public": true }
    }
    }

Make sure the webhook target is set to the ticket update endpoint. The above will contain the action exclusively within the ticket as it is updating the properties of the ticket itself.

Hope this helps!

Sam

Hey Sam,

So, if they are added via target their reply comes back as a separate ticket, I found that is how targets are designed to act. Why do replies to email-target notifications create a new ticket? – Zendesk help
The only way to get the whole thread to them (that I have found), which in turn  their replies come back on the same ticket, is "Notify > User Email" but then the vendor needs to be an agent, and they can see internal notes. 

We have tried the process of having a Trigger add them as an end-user CC, and then putting a new comment on the ticket. It appears this trigger happens so fast they do not get a copy of the response. Appears that the automated response happens before the CC happens, so they just do not get any notification. (I have seen people mention this in other community posts). I have tried using multiple triggers, via tags, to separate these out, but they all just process at the same time still.

It does work via Macros but would like it automated, if possibly. 
The only other way I have found it to work is doing the CC as end-user, and then use an Automation for the automatic response (instead of trigger) but can take up to an hour to run, and at that point a macro would probably be faster. 

Just trying to figure out what would be best to be able to loop in an external vendor automatically where their replies come back to the same ticket. 

Hi Jeremy!

Unfortunately this is not an option at this time. There is an active feedback request for this feature, available here: https://support.zendesk.com/hc/en-us/community/posts/4631932001562-Agents-should-not-be-able-to-see-internal-notes-on-a-ticket-where-they-are-not-in-the-group-it-is-assigned-to

Now, depending on the workflow you outlined, you said that them being CC’d onto a ticket as an end-user would work. Is the vendor replying from a different email address than the CC listed, which is causing the issue with ticket replies not going to the right thread, or something similar? In my experience, we have used webhooks to automate adding CCs in the past and have been able to make it work. Let me know what your experience is and we may have some tips!