Add end-user as CC via Trigger or Automation

@Jennifer

Can you please document this workaround to use a notify target "email" type

The "Notify Target" workaround is not terrible but you have to construct the whole email body rather than just copying the response as everyone wants.

@Patrick - thanks for the info, that is harldy a workaround

I see that this feature is marked as "Planned" 

Hopefully Zendesk can provide an ETA and/or solution shortly

@Patrick

LOL...im close to using *any* other ticketing system myself...the only thing going is my clients like the simplistic interface of zendesk...

I however am thoroughly annoyed how they handle customer requests.....this has been here since 2009!!!!

Since then we got "The New Zendesk"...and a bunch the same integration's...

The only real work around which I have had to do is turn one of clients into an agent that has access to their organization...cost me extra $60/mnth..

lets be real zendesk...this is really why you haven't integrated a 'cc feature

If this feature ever surfaces, it would be really great to also be able to clear down the cc: field with a trigger/automation too - we often need to essentially forward a message on to another department, but that department don't then need to be cc'd in on everything else. It's a bit annoying having to return to a ticket to remove your CCs, especially when submitting a ticket always returns you to your view screen in the new UI. If we could apply a tag to these tickets to remove the people in the CC field after a message was sent, that'd be great. 

+1 wanting this feature ASAP.. since it has been asked since 2009, I believe this is definetely a must.

Absolutely need this.

again, just need an empty text field where i can enter an email address, just like it does on an individual ticket page.

when is it planned for?

The problem with the workaround suggested is that with proper CC of users, the user can update and review tickets via the web portal and update tickets via email. Using targets does not allow this.

FIX THIS NOW. I wasted an hour with zendesk support on unacceptable workarounds for this very basic requirement. I have people in each organization that want to track what the issues that I'm working on are. We need a text box for the cc field in targets.

I agree - this is a basic requirement and should be fixed.  The only workaround I can see is purchasing additional seats

Here's a response when I submitted a ticket. This isn't as "Planned" as anyone suggests. 

Hi Jon,

Thanks for your response - I understand completely that you want the list of agents in the drop down menu that appears when adding the condition of Add CCs when creating a trigger to be a list - or rather include in the list - your users.

As this functionality is not on the foreseen roadmap of features to include I would like to offer an additional alternative that may be able to achieve your desired workflow:

You can have your Email Target point to an email set up to forward to a list of users (that you would maintain outside of Zendesk) that way the users on the list would have notifications (That you would set up in a trigger) of all updates of any kind to any ticket in the respective organization associated with that external list.

So long as the organization is shared the users would be able to see the update and log in to Zendesk to find the ticket and be able to add comments. If not shared they will not be able to make comments.

Zendesk is not designed to be a mass email service so this is the main reason for the functionality you asked for not being included at this time. I do feel the workaround(s) using an email target for each user or better still a target to an email forwarding list may provide the solution you want here.

Sorry that this is not the exact solution you requested and I completely understand and empathize with any incurred frustration. Please let me know if you have any additional questions and I'd be happy to continue assisting you!

Love Your Zendesk,

Jeremiah Currier | Customer Advocate |  support@zendesk.com

Funny thing is he doesn't understand two things:

1) I want a text box, not a different popup. My end users can CC anyone in their emails, why can't I?

2) I can't have _all_ tickets go to a user. I have multiple clients sending tickets to a single email. His solution would result in one client getting all issues. Furthermore, if I generate a ticket, it doesn't do anything to solve the problem.

#FAIL

Time to push desk.com again for a zendesk migration tool..

Yes please - this is exactly what we need. We have over 500 facilities with several thousand customers in each and this is becoming more and more critical for us.

Over three years and nothing

Jon Thompson,

While your reply is perhaps a bit hash, I too feel your pain, and I really would like this feature to be implemented.

The fact that one customer support agent says it's not on the roadmap somewhat worries me, but at the same time, this issue seems so easy to fix/implement, that it could be added whenever they feel like it, at least that's what I hope.

Jon

Thanks for posting the support workaround - this worked perfect for me!

Basically i'm looking to alert Account Managers and Executive  Management when the TIcket Priority is greater than Normal or the Custom field "Escalation" is checked.  I simply created emails groups and  corresponding EMail Targets.  I then created Triggers to perform a "Notify Target" and included '{{ticket.comments_formatted}}" in the message.

I actually prefer this to a CC.  We manually cc internal people on tickets and somethimes they simply Reply to All and unknowingly update the ticket.  thankfully there has been nothing damaging.

Regards

Jeff

As I posted the harsher email, I also must post a better one..

Despite my very public posting, and harsh wording, Jeremiah has been very patient with me. It was I that didn't understand the power of the email target solution that he suggested. While it isn't as powerful as cc'ing every ticket, it is still a very useful tool. In this instance, I opted to create a base camp target rather than email, as this is preferred by the client.

As you can see in the reply I am copying to the forum, he states that the functionality "Adding CCs as a trigger action" is planned for this quarter, and that he misspoke about it not being a planned feature. I'm excited to see this. Considering, that CCs as a trigger action is already technically enabled, I interpret his statement as the features described in the later portion of this thread.

Jon,

Let me apologize I didn't see the "Planned" flag and apologize for giving you incorrect information and saying that it was not on our foreseen roadmap.

According to our Product Team we are planning to deliver this functionality "Adding CCs as a trigger action" in Q1 of this year.

I can completely understand how seeing 2009 but "Planned" could be confusing and again I apologize for giving you incorrect information by saying it was not on our roadmap - I can assure you it is, again in Q1 of this year.

Please let me know if you have any additional questions.

Sincerely,

Jeremiah Currier | Customer Advocate |  support@zendesk.com

Jeff, glad to hear that the workaround worked for you. If you think it's an alternative other users might be interested in (even with the CC trigger action coming) maybe you can post it as a tip in our Community Tips forum! That would be awesome.

Jon, thanks for posting the update (and much nicer comment)! :) Really glad to know the feature is truly planned--and soon!

Just adding my two cents that CCing a non agent would solve my problem at hand as well and I'm glad to see that it is planned to be deployed Q1.

I tried using an email target but the fact that replying to the email just opens a new ticket made it a no go.

Anybody have a work around for this until the new functionality is out? All I need is the email target to be able to respond with a comment.

@Adam, the only "workable" solution we've found is to include a warning in the e-mail that replying doesn't work, and to include a link to the ticket. We too are anticipating this feature, as it will greatly help our customer needs.

Is there an updated eta on this feature?

Any update?

Yes, this would really help us as well. Are we still on track for Q1 release?

We are desperately waiting for this FR especially for Organisations which require notifications to a Group and not to the user who opened the case. Very interesting in case the end-user is on holidays and his colleagues can reply on his behalf.

Any update on this? The workaround we have in place is a bit buggy and this would make life much easier for us.

To be able to configure an automation that added a CC of an End User or specific email address (rather than just an Agent) for tickets belonging to a particular Group would be great.

I look forward to seeing the day this minor requested is implemented in what is otherwise a superb product.