Adding a cc to a ticket by trigger depending on a special organization | Community
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Adding a cc to a ticket by trigger depending on a special organization

  • April 14, 2021
  • 1 reply
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S

some of our customers would like to have always a special person in cc when other persons open a ticket - is there a possibility that I can assign a special email adress to each ticket as cc with a trigger? if the requestor has not included this person already?

    1 reply

    A
    • Andrew42
    • April 14, 2021

    Hello Carola, you are not able to add CCs with a trigger. However you can email this person on a specific organisations tickets using a trigger and target.
    To do this, you set up targets for each person you want to email ticket details to.
    Then to create a trigger using the required conditions. Eg:
    Organisation is 'abc company'
    Ticket is updated
    And action,
    Notify target > target name.
    Add the message required and placeholder for public comments etc.

    You will need to refine this process if the person receiving the email is expected to respond, and gets added as a CC later etc.
    Or if perhaps they only want the opening comments.
    Let us know how it goes.

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