How to notify only CC's users

It's my understanding that CC's automatically receive an update any time a ticket is updated by anyone. Depending on if the CC is an agent or not will determine what they see (private vs public). Have you looked at your events to see if a notification was sent to the CC?

https://support.zendesk.com/hc/en-us/articles/4408822451482-Using-CCs-followers-and-mentions

@lou11

I don't think I was clear enough in my explanations, sorry.

I have a trigger that notifies the requester only if it is not the requester himself who is updating the ticket. But in this case, I fail to notify only CCs

I definitely don't understand. Both of those notifications are native to Zendesk as I understand it. The requester will always get notified if someone else updates the ticket, and the CC will always be notified of any update.

Found this article:

https://support.zendesk.com/hc/en-us/articles/4408843866394-Customizing-default-email-notifications-for-CCs-and-followers

As far as our setup, we just have Email user (requester), but the CC always gets updates.

Yes, but i modified the trigger with the condition :

Requester isn't Actual User 

This condition allows me not to send the requester their own response. But the CCs do not receive a notification either, which bothers me. I tried to made another trigger to notify only CC, but it seems to be impossible

Hi @dave12,

Thanks for your quick answer.

However, it doesn't work for me and i don't know why... I think it's my fault but i don't know why.

When my requester updates his own ticket (in Guide), a notification is sent to his email (which is not suppressed).

I really don't understand where my mistake is. I will investigate :(

Was there any resolution to this? I am also struggling to have this occur. My trigger is not automatically suppressing the email alert to the requester when they make an update on their ticket.

Action Email user - (requester and CCs) is never suppressed when someone is making a ticket update via Help Center channel.

Email suppression rules only apply to a trigger when the requester/CC uses Reply All via Email channel.

Key Points from Zendesk Documentation

• Trigger conditions and actions reference

There's a known limitation for using the Email user + (requester and CCs) action and the Ticket + is + Updated conditions in triggers. When used together, Support suppresses emails to a user if the ticket update is from that same user. This is expected behavior to eliminate redundant emails.

• Understanding suppression of CCs email notifications

The Email user + (requester and CCs) action is also suppressed when the ticket is being updated (not created) ****via email**** <--- this is the key point

To address one of Rudy's original questions, "...when requester updates his own ticket, is there a way to notify requester/CC only if ticket has 1 or more CC?"

I think this is possible but would just be a bit involved. Something like this might work:

1. On ticket update, via webhook to Zendesk API, conditionally update ticket with a tag using liquid if CCs list has >1 name

"additional_tags": "
{% if ticket.ccs.size > 1 %}has_multiple_ccs{% endif %}
"

2. Have separate "notify requester/ccs" triggers. If tag is present, notify everyone/including requester. If tag isn't present, only notify requester

Hello - this issue is causing us inconvenience too.  Until a few days ago we used the legacy CCs system, and we were able to add a comment to a ticket via the web interface without an email going to the Requester if it was the requester adding the comment - but still send an email to the Assignee and CCs.  We rarely use email to add comments to tickets.

Since we turned on the Followers & CCs feature this week, it seems that Requesters are forced to get emails with their own comments too, when using the web interface.  Which is pretty annoying when it happens dozens of times a day.

It looks like we can turn off the Followers feature, but then we have to go and update all the triggers & rules manually which were automatically updated when we switched.  So I guess it may be easier to keep receiving the unwanted emails but use an Inbox filter to delete them.

Any solution that would allow the emails to be suppressed at Zendesk's end would be very welcome though.

This is a big issue with our company. Our tickets are created and replied to via email. Our clients correspond with banks on time sensitive actions. When our client (requester) makes a new comment to the bank (a CC), the CC's (which include the banks), are not receiving the new comment notification because of the added condition ‘Current user is not requester’ on the ‘Notify Requester and CC’s of new comment' trigger. We need to be able to send a new comment notification to CC's only when the current user is the requester. Please advise.