Feature Request Summary:
Zendesk should have a way of triggering on CCed emails (RE: two brands in one thread)
Description/Use Cases:
When an email comes in and two brands are copied on the same email one of the brands is ignored and dropped from the thread silently.
Notifying a group in this particular situation would help deal with a lot of issues.
The ability to trigger a group notification based on the CCs of an email would be very helpful here and in a number of other situation.
Business impact of limitation or missing feature:
This leads to confusion since the customer/stakeholder has copied the team on the email but their message is silently dropped from one of the two teams.
Zendesk currently suggests both teams be more vigilant in keeping an eye on other brands being copied, which is error prone, manual, and requires looking at the very first email very carefully (for all ticket); or copying every individual in the group on every ticket that comes in, which is redundant and noisy.
Having the ability to notify a group based on the emails in the CC would be a practical solution to this situation.
This affects any Zendesk customer using multiple brands in a way that might result in more than one brand being copied in an email, and will result in lost/misplaced messages.
The idea of brands seems like a very specific use-case which probably should be better described to Zendesk customers so they can use them correctly, and could probably be better supported in situations like these. It doesn't seem like there is a clear strategy in place to mitigate these issues. For example:
It seems like additional Zendesk instances would make more sense in cases, such as when two internal teams that talk to one another are using Zendesk, rather than using two brands in the same instance.
Other necessary information or resources: