Hi there!
I'm looking to find a way to automatically add preselected users to requesters/CCs on tickets new created by our agents.
For example:
I have unique users set in 3 different organizations.
Organization 1 Users
Thor, Jane, Valkyrie, Odin, Loki
Organization 2 Users
Tony, Steve, Sam, Wanda, Hulk, Nick
Organization 3 Users
Peter, Kamala, Kate
An agent receives an issue from the team and we need to notify.
The agent then goes to Zendesk and begins creating the ticket
With our current workflow, the agent needs to type in each individual's name to populate the emails into the ticket prior to sending it out.
What I am looking for is that the agent creates the ticket template and selects either a macro, trigger, or some category to be able to automatically add preselected users from the organization into the requester/cc fields rather than typing out each one.
So it would be like the following:
- Agent creates the ticket
- Macro, trigger, or button/category is selected
- Macro, trigger, or button/category then populates the ticket with the preselected users from the organization
- The agent fills out the body of the ticket then is ready to send it off
If there is a way to do that, please let me know as it will definitely help with our efficiency for creating tickets.
Thanks for all your help!