Chris Boxsell

I still fail to see what Agents of any type has to do with any of this.  This cost for light agents is something I have not seen but it isn't an isssue for us.

Light Agents can only work on tickets using internal comments. Light agents can ALREADY be added to tickets via triggers.

This request was to add a CC (a standard user) to a ticket via a trigger as you can't do this currently.  That being a standard user account so that they were automatically included in on a ticket where required.

The only reason you have agent level accounts is to control a ticket and to make internal comments that the end user does not see. 

It is issues like this that sees Zendesk lose customers like us as they do not listen.

Sorry Lachlan but light agents are free. Everything about your comment is incorrect. All that can happen is an account be added to a ticket whatever the status of that account.

For us we just want to automatically CC an end user when a ticket comes in for their company. Simple really.

Hi Pierre,

I am looking at what Graeme Carmichael did but if you have a better method it would be much appreciated.

What gets me is that Zendesk are doing nothing about this. 

Thank you for spending the time to respond let alone offer options. Thanks!!

So 7 years in and still this functionality does not exist..

This is very common with Zendesk.  It is simple, we receive a ticket from a notification group that does not receive replies. I want to say add CC of this one email address to the ticket so they can monitor it.

7 years later no answer to it other than write custom script. 

These mean nothing to me but I will investigate. In the end Zendesk optimization gets thrown into the too hard basket.

I can't believe the length of this post and the fact that 4 years later the ability to remove CC's via a trigger isn't available.

It is simple really, my first step is to review the ticket, if approved a trigger will change the ticket group and add CC's to the ticket, we want to remove the previous CC from the ticket. This is just like the ability to remove tags.

We know who these cc's are so we should be able to simply say remove CC and specify the CC to be removed.

Once again the biggest problem with Zendesk shows it's head. The inability to act on requests from the user.