Hi,
We often receive tickets where third parties agents are being cced (agent.feedback@ourcompany.com). I would like to automatically assign these tickets to these agents.
To do this, I'd need to have a condition such as
If cc is agent.feedback@ourcompany.com
--> add tag "xxx"
--> assign to "xxx"
I tried looking on existing topics and could not find a way. Is there a workaround?
I'm needing this feature for adding tags based on the user in the CCs or to have the Tags on the user account apply to the ticket even if they are in the CCs. I've looked through all the documentation and alternatives but there is no work around that i can find that allows Zendesk to trigger off a VIP who has been added to CCs.
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Hey Julian,
I'm afraid there's no condition available that will look at who's CC'd to the ticket. Are there any other conditions within your ticket that would determine the assignee? Are these agents being called out directly in the email that you could use the Comment text condition?
Let me know!