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How to automatically add CSM and TAM (Associated to an organisation) as followers to a ticket

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Stephane Gonthier

Publicado 15 de jun. de 2023

For certain accounts, based on level of service, we have a CSM and a TAM associated to the Organisation. I have not been able to find a way to automatically add them as followers on all new tickets created by users associated with that particular Organisation.

Any thoughts?

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    Salim Cheurfi

    Zendesk Customer Care

    Hi Stephane,
     
    In order to achieve this, you can create a trigger that will automatically add the CSM and TAM as follower, depending on the organisation. See our article Creating business rules for CCs and followers.
     
    You can use these conditions :
    Ticket is created
    Organisation is "the organisation"
     
    Then add this action to choose the follower to be added automatically :
    Add Follower
     
    I hope this helps !

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