Removing ALL CCs from a ticket via a Trigger/Target
Zendesk Note: This tip was submitted by a member of our Community and is not officially supported by Zendesk.
Please read this article for more information.
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Using HTTP targets, it is relatively simple to create a trigger to remove all CCs from a request.
Create the Target
Go to Admin > Extensions > Targets
Add Target > HTTP Target
Complete as below...
Create the Trigger
Go to Admin > Triggers > Add Trigger
Configure as below.
JSON is
{"ticket":
{"collaborators": "" }
}
Apply the Tag
Now all that is left is to apply the required tag 'remove_ccs'
This can be done using a specific macro which can simply add the tag.
Alternatively this could be added into any other macro.
NOTE: If the tag is added as part of a public comment, then the CCs WILL get the last message. If this is undesirable then the message should be empty or private.
Basic Macro
Go to Admin > Macros > Add Macro
Configure as below.
All done
To use this - simple apply the 'Remove CCs' macro.
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This is great, thanks.
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Awesome! Thanks, Andrew.
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Andrew when I test the target I get the following box. what goes here?
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You don't test that target - just make sure you have the URL right and test it on a test ticket with the trigger
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Weird - It is not removing the cc's after creating the target, trigger, and then adding the tag to a ticket.
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typo in target url - should be 'tickets' not 'ticket'
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That did it! Thanks Andrew
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I followed the above instructions and got the following error.
Please help.
Thanks!
Alex Z
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Looks like some authentication error - are the username and password you are using admin ones? There might be an option for this type of access to be turned on for the user - can't remember sorry.
@Jessie @Colin - any other ideas?
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@Alex - Yeah, the only thing I can think is that there's something wrong with the username or password that you're entering. Colin or someone else might have more insight though...
I would like to ask you to please review your screenshots and make sure that there isn't anything in them that shouldn't be posted publicly, like an API key or something like that. If there is, let me know and I can take the screenshots down right away.
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good idea! I took them down. As for the problem I will check to make sure the username and password it correct
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Excellent! Let us know how it goes!
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Hi Andrew
Thanks for this tip - I really like it.
Would it be possible to remove one particular user from a ticket if they've being CCed on the ticket, leaving everyone else on there?
For example, I have two 'email' addresses I receive emails at - one which goes to Zendesk, and one which is a regular email account.
Often, customers will message both my email and Zendesk accounts. I want my email removed from the Zendesk ticket (but keep other 3rd parties on the ticket as a CC if they've been CCed initially). Hopefully this makes sense.
Thanks!
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Hello Hamish, that may be possible.
I found this code I just suggested to someone else a while back - I havent confirmed if it is the right syntax
{"ticket":
{"collaborators": remove;'name@domain.com' }
}In fact I'm fairly certain this is totally wrong
@wes - can you help?
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Thanks AndrewJ - I've had a play and can't for the life of me get that to work (although your suggestion is exactly what I want to achieve).
I'm a bit out my depth here though so it's a bit of trial and error....
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@Andrew - I'll see if I can get caught up here but not that familiar with http targets.
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@wes thanks!
I've played a little but my JSON is barely existent.
From what I can tell, there should be a way to get the existing collaborators, then subtract the given email address from it.
Let me know if there's anything I can help with.
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Hi, sorry without wanting to hijack this thread, does anyone know a developer I could work with to get to the bottom of this CC issue?
Thanks!
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Hi all -
Unfortunately there isn't going to be an easy solution for removing one user from the list of CCs on a ticket. I'm fairly certain it's not possible since it would typically take two API calls (one to get the list of CCs and one to reset the list.)
There is an established feature request for CC functions to be added to triggers/automations, so feel free to add your thoughts there:
https://support.zendesk.com/hc/en-us/community/posts/203429686
If this is an absolute deal-breaker, you could look into possibly utilizing liquid markup in the target. I'm not certain this would work at all, and it would beyond the bounds of support to help you on this.
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Does anyone know if this still works? I tried to reproduce the workflow, without success.
Edit - I figured it out. It's super helpful that there's a "Target Failures" tab within the API channels menu.
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Hey Peter!
Thanks for letting us know that you got it sorted and what the resolution was. :)
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Is it possible to use an API token for authentication in the HTTP Target? I've tried with an existing token we use for other API calls but I'm receiving a 401 HTTP response code for Unauthorized.
Has anyone had success using an API token for this or any other HTTP target back into Zendesk?
Thanks!
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Hello Scott,
So regarding this snafu you are running into if you are hitting the Zendesk API, you would put the admin’s email + /token in for the username and the API token for the password.
User: `admin@companyname.com/token`
Password: `[api token]`I've also included a small guide that touches on the topic a little further in case you need more help down the line.
Let me know if this helps and please reach out of there is anything else we can troubleshoot for you.
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Thank you, Devan. That did the trick. I was prefixing the API token with 'token:' in the password field but adding it to the end of the user makes more sense. Cheers!
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Hello Scott,
I'm glad it worked out for you! If you run into another tricky moment, let us know, and we'll do our best to get you a solution.
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Thanks Devan for your explanation. It works!
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This is not working :/ I tried all the ways but no luck
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@B.R.VikRam,
You can try to manually make an API call for a ticket to determine if you are using the correct format for the JSON body and the API endpoint. I have tried it on my end and it worked perfectly. Please refer to the screenshot below.
Be mindful of the format of the JSON body and the endpoint. It's possible that what's causing the issue.
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Works perfectly via webhook instead of HTTP target. :)
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