Desired functionality: a way to automatically add a CC to tickets that match a certain condition.
Example: Trigger if Organization is "Acme Co" and Priority is more than Normal, then "Add CC" - specifying an end-user email address. This would allow the organization's primary contact stay in the loop about what their employees have requested.
Workaround: use a notify target "email" type to send emails to the person who needs to be CC'd.
@Jonathan: That's likely what we'll end up using. Unfortunately it's not as simple as just shoe-horning it into that page :)
any news on this topic? id like to be able to keep department managers that aren't Zendesk agents in the loop on certain support requests without having to add them manually.
+1 Need it so I can create auto paging if a case has been untouched too long.
I want to send an email to our paging system that will page specific people if a ticket is unchanged for too long. Only way to do this now is to set up agents. Seeing that I want several options for who gets paged, I would have to create dozens of agents to get this done.
@Ian... this is a bug and it will be added. You will be able to add a light agent as CC through a Trigger/Automation.
Why is this taking so long...Zendesk is adding wonderful features at light speed, but this post has been going on for over two years...and nothing...
Zend VOice...great feature will use it alot....however this is more important,
And you wont convince me that implementing zend voice....is simpler than allowing us to cc a specific email address,..
Its a shame that something so small really casts a dark shadow on this product...
this may push me back to kayako
+1 I just had a request to add a VP that is non-agent to Priority 1 tickets from his group. Can't do it yet. He needs to be a CC so he can reply on the ticket - not just an email forwarding trigger.
2 years, 3 months open now.
Lame. Just give us a field that we can enter an address into. Copying an agent isn't useful at all.
+1 Yes please Zendesk. Surely you've already solved the UI issues with the requester on the ticket page?
Looking forward to your response
+1
We work with a very large organization. When they open a ticket, they want their distribution list to be CC'd on everything. Now we have to manually add a non-agent user to the CC. Would prefer an automation.
Need to add CC to user organisation as well.
Strongly prefer this to be available in a macro too. Certain responses require that we CC people from the requesting organisation.
+1 I need to be able to send cc: emails to a partner when a particular client makes a support request.
+1 I need to receive a cc email from a partner when a particular client makes a support request the partner.
This is still a missing feature in Automations for me. I have Automations that check ticket activity based on 'Last update by Agent' and 'Last Update by Requester'. However this does not include CC replies, so if a CC replies to the ticket it reopens in the Agent queue, but my triggers then go wild if the previous replies to the ticket were hours or days beforehand by Agent or Requester and unfairly scores the ticket as abandoned for hours or days when it is in fact just minutes old. Ideally I need CC to be included in the 'Last Update by Requester' or a new one for 'Last Update by CC'.
+1. This is a very useful feature. We have a very large client who wants specific email addresses added for high urgency incidents. The manual process we're using is "ok", but not manageable as we grow our customer base and Support desk.
+1. Would also appreciate this feature to let non-agents stay abreast of issues. Any word on status?
My feature request is not trigger-related but we really need the CC-field for end users creating requests through the web interface.
It is difficult enough already to get users to use the web interface instead of conventional email so they should have at least the same possibilities as when submitting a request by mail.
A status update on this would be great. I'd also be interested in whether anyone in this thread has figured out a workaround.
@David - As mentioned in the original request:
Workaround: use a notify target "email" type to send emails to the person who needs to be CC'd.
I will check with the product team this week and see where we are on this. Thanks for your patience!
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