Sending one email to two support addresses

My organization is facing the same problem. We have multiple support addresses, some of which are for city council members. There's no way we can train community members to only send requests to one support address. They typically don't know who to contact for most city issues, so they CC every address they can find. Triage and reassignment helps, but some council members still want a copy of the initial message they were CC'd on, even if it's not theirs to respond to.

I created a proof of concept that's a potential workaround for us...

First, set up a webhook that calls the Zendesk API, using the tickets/create_many endpoint.

Next, set up a trigger that fires when a request is received that includes CCs. Add an action, "Notify active webhook," and dynamically create the JSON body using the Liquid template language to parse the CCs and create a new ticket for each one.

This is the JSON body I'm using:

{
  "tickets": [
        {% for cc in ticket.ccs %}
            {
                "comment": {
                    "body": "{{ ticket.description }}"
                },
                "subject": "{{ ticket.title }} - copy #{{ forloop.index }}",
                "group_id": {% if cc.email == "commissioner1@city.gov" %}1234567890{% elsif cc.email == "commissioner2@city.gov" %}0987654321{% endif %},
                "requester": { "email": "{{ ticket.requester.email }}" }
            }{% unless forloop.last %}, {% endunless %}
        {% endfor %}                
  ]
}

It creates a ticket object for each CC included on the original request and uses the original description, subject, and requester on each copy. I even added logic to assign to certain groups depending on the email address. This isn't ideal, because it means the addresses are hard coded in this obscure piece of config (who's going to remember to update it if the addresses change??), but it does the trick.

You also need to make sure to conditionally add a comma between each object in the tickets array (but not at the end), or the API won't be able to correctly parse the JSON. 

My code assumes that only valid support addresses will be used as CCs. If there's a chance other non-support email addresses may be included, you'll need to wrap this in additional conditional logic to check each address before adding a ticket object to the array for it.

More info about Liquid: https://shopify.github.io/liquid/

Realizing I can call the Zendesk API from a trigger that notifies a webhook was a game changer. Even more when I realized Liquid logic can be used to dynamically generate a JSON payload. Liquid can also be used in notification emails. It's super handy!

This really gets into the weeds, but I hope it helps someone.

Hi!

We have the same problem at the moment, because it's necessary in some cases to write a mail to multiple Zendesk support adresses and have individual tickets for each adress included. 

Is there a solution in planning? 
Without any solution this is a huge complication for us if we want to implement more teams into Zendesk.