Getting a copy of email responses sent to clients

Hi Shaun,

Normally, triggers are used to send notifications to customers. If your instance of Zendesk is like ours, you'll find a trigger that sends notifications to the requester when an update is made they can view.

You should be able to simply add your own email address to the same notification, with the same content ( copied from the action that sends to the requester ).

I hope that helps,

Regards,

Phil @ Nexmo

Thanks very much Phil.

Let me have a look if I can do that. Sounds like it should work.

I'll keep you posted.

Many thanks again... Shaun

@Shaun,

   As suggested by @Phil, all you need to do is to add an extra action to the existing Trigger rule where so that the notification is also send to the ticket assignee (or Support Group).  Existing Action should be: <<Notifications: Email user>> <<(requester)>>

  The additional notification action will then be:

<<Notifications: Email user>> <<(assignee)>>

or maybe you'd rather prefer

<<Notifications: Email group>> selector.

Enjoy

Serge,

I realise my suggestion before wasn't clear. I wasn't meaning that Shaun's email would be added to the same action as the recipient, just the same trigger.

But I think you're saying something else here, that it's not even possible to notify an email address and the requester in the same trigger. What makes you say that? 

Phil

@Phil:  My mistake, indeed the logical thing to do would be to add an extra action to the same Trigger rule.  For some reason I was under the impression that this (having more than one Notification action for a given rule) couldn't be done.

  Thanks for the clarification/precision, I've update my previous post to avoid confusion.

Rgds

Serge

@Serge and @Phil - thanks for hopping in on this! I love to see you guys helping each other out. :)