@Kristen Mirenda, what was your update about?  Is it "workaround" stuff i.e. notify target "email"?

It's nothing near what we are talking about for almst 10 years.

Erin, thanks!

"A lot of discussion", "such a project", "any progress"... bla-bla-bla...

((((((

Erin Boyle November 04, 2015 22:02 wrote:

Thanks for the continued feedback, all. There's no ETA at this time, but we are looking at these use cases as we begin to plan for 2016.

Today we have February5, 2016...

Are you going to making any "plan" for 2016 and address CC problem in it? ))

Jake,

What about addressing possibility to automaticaly CC end user on some _subset_ of organization's tickets? For example, 3 our simple live cases:

1. End user wants to be CC'ed on all tickets from live persons but not from monitoring (yes, we push notifications from Zabbix directly to Zendesk).
2. End user wants to be CC'ed on each organization's ticket form live person or monitoring with urgency > "High".
3. End user wants to be CC'ed on each organization's ticket with some sort of SLA violation (i.e. response time or something other).

I think you're overthinking yourself. Just add posibility to CC end user in triggers/automations and we are done and happy. Some sort of hierarchy in organizations is absolutely another feature not related to CCing direcly. I can say more - the feature (auto CC end user) is needed only in 1/10th of customers maximum, so don't be afraid of high load or great volume of new triggers. And don't treat us (your customers), please, as stupid, don't try to sell us completely different feature as solution for long standing CC problem.

Sorry for some sharp words and with fading hope for understanding.

P.S. Re-read the topic title -

Add end-user as CC via Trigger or Automation

 - this is all we need.

Given the complete absence of information from the Zendesk on this issue, I plan to look at the recently released GLPI 9.0. Helpdesk & CMDB/Inventory all in one for free. We use GLPI for years already as CMDB. In past we have been using GLPI for HelpDesk too, but switched to more friendly interface of Zendesk.

The only thing I can think about is making a new ticket on this topic to Zendesk's support on a daily basis. If Zendesk can't communicate in forums let's touch their support balls.

Hey, Zendesk, are you alive? :(

This thread is open for 5 long years... (((((((((