Add 'Remove cc' trigger/automation action

Hey everybody,

Great news! 

Given the strong demand for this capability in the current thread, I decided to build a FREE app that would help Zendesk customers automatically remove all or specific CCs from any new ticket.

The app is work in progress, but you can register your interest from here.

Hi all, thanks for sharing your feedback. I appreciate you highlighting this gap in the current product functionality. Whilst it's not something we're implementing at this moment in time, it's on our radar as a potential improvement as we're rethinking triggers and automations in the coming year. Thanks again for sharing - it's always helpful to understand what's top of mind for customers as we develop our roadmaps.

I cannot remove all CC's. That was in my original comment 6 months ago. I need to remove specific CC's and leave other ones that are intentionally on the ticket, on there.

From my earlier comment: "This IS a Zendesk Issue because Zendesk hasn't given us a way to handle CC's that we literally cannot control a customer adding without remove ALL of their CC's, including their own, valid CC's."

My solution was just a suggestion to remove all CC's. Excepting changes to Zendesks targets, it works. I suspect a smarter brain than me could do better.
The other suggestion was to build an app for this, noone has contacted me about this.
The havoc I referred to was relating to DLs which are handled by mail servers -how the heck can Zendesk change a mail server behavior?

Andrew J

Your solution doesn't work. Even as you said, that doesn't prevent it from causing havoc. The functionality as its been requested from multiple users and companies is what's needed to properly resolve this.

+1 to this!  Our use case is when a certain macro is applied, we want to automatically remove everyone in the CC list.  I am also looking at triggers or automations that would do the same either on macro application, or if the case is received from a certain user.  But none of those apply either.

OMG 8 years and still not resolved.

This one guy that logs calls , CC's Zendesk , and me as well , now i keep getting the updates on his calls logged. It doesn't even have anything to do with me.

8 Years zendesk , please.

@isaiah, I don't know why this is difficult sorry

Hey Sara, what I said about not being a Zendesk issue was in relation to the first email someone adds to a DL. Possibly I do not understand how this is happening for you, but if a person adds a CC to an email in their email client or webmail, this goes to your mail server for distribution right? This is not able to be filtered by Zendesk.
Can you consider adding the DL to support emails, preventing CCs?
Sorry I cannot speak to all the issues, it is one I am interested in, but I am a Zendesk user like yourself.
There may be way to handle some of these issues in Zendesk.
Handling issues outside of Zendesk (ie. In a sender's mail client) is customer education, and something that would be encountered no matter how this is handled. That said, I'm sure it's possible to improve control of this once it hits Zendesk.

The ask is to create a "Remove CC" trigger action.  Why is that such a difficult request?  If you can have an "Add CC" trigger, why not be able to remove specific CC's via trigger?