Caroline Scott

I second the suggestion that this can be set by role. I have just switched this function off due to the incorrect use of changing the requestor even though we tell our users to never do this due to potential data breaches.  

I assume that if we still only want to send an automated reply confirming receipt of a ticket to the requestor and not to any CC's that we can leave the trigger as it is? ie notify requestor only

Can anyone on this thread help me with an issue? I have several teams who want to be able to create a chaser to LIGHT AGENTS (or any agent type). We have lots (1000s) of light agents and they do not log in to Zendesk to update tickets, they respond via email. Currently we cc them into a ticket to ask via internal notes for advice/information and we would like to be able automatically contact them to remind them to reply after so many days. We are moving to the Followers experience very soon so we will be using the followers field to contact them instead of the CC field. 

I am not a developer, I do not have access to a developer, I also am not confident in using the API. I have raised this need with Zendesk several times now with no solution that I can implement easily.

Andrew Kenny thank you I hadn't thought of doing that, it means creating a trigger for each contact/team but that would resolve my issue, no one from Zendesk suggested that :) 

We definitely need this in our instance. I have a process where I need to send a notification to an agent either via a trigger or automation but the built in rules do not allow a notification to be sent to an agent CC (we currently haven't switched to the follower experience) or agent follower (once we do switch) using business rules. Being able to set an agent cc either in a trigger, macro, or automation when we switch to the follower experience would resolve this.. 

I need a process where I can send automated chasers to agents that are either CC's or followers and I have been trying for over a year. 

We definitely need this in our instance. I have a process where I need to send a notification to an agent either via a trigger or automation but the built in rules do not allow a notification to be sent to an agent CC (we currently haven't switched to the follower experience) or agent follower (once we do switch) using business rules. Being able to set the requestor via macro would resolve this. 

I need a process where I can send automated chasers to agents that are either CC's or followers and I have been trying for over a year.