Andy Dibiasi

I was honestly surprised CCs don't show up in the Macros action list. It seems rather basic to me. Even with light agents etc. the behavior is different to Followers it seems: when CCed in the Macro, the agent gets a notification, when mad a follower in the very same reply step not (at least if agent notifications for each ticket change are off, what you would usually do).

Can CCs be added as Action please?

 

Update: I just figured out, my specific case can be solved by using side conversation (must be enabled, only available in Profession& up). For my usecase they are even more powerful than the CC solution would have been. More on Side conversation here and in the articles mentioned behind that link:

https://support.zendesk.com/hc/en-us/articles/360001917147