How to send auto-response to CCs | Community
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How to send auto-response to CCs

  • April 23, 2017
  • 4 replies
  • 0 views
A

When a user opens a request it is very common to have an auto-response trigger send a notification to the user.  However, if you allow users to add CCs, that first auto-response is not sent to the CCs.

Problem:  There is no option to include the CCs in this response.

Solution: Replace the normal auto-response trigger with a trigger that updates the ticket via a target.  

 

How it works

  • We need to create a target to update the ticket
  • Plus change or replace the trigger that fires the notification.

 

The Target

Target will look like this...

Title:  Auto-response via Trigger for CCs to work

URL: https://your-helpdesk-domain/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=true

Method: PUT

Attribute Name: ticket[comment][body]

Authentication Details: Username and password of account to use 

  • Note: You will see an agent signature on this comment as set by the agent account you use.  We used a very low use users account and changed their details to something generic.

 

The Trigger

The trigger will be a replica of your existing auto-response trigger or triggers.

Replace the notification action as below.

  • Notifications: Notify Target  >  'Auto-response via Trigger for CCs to work'

 

Message: (modify to suit)

   Your request has been received, and this message has been sent to any CCs on the request.  

   Replies to this message will be visible to all CCs

   Thank you - we'll be in touch soon!

 

That's it - let me know any suggestions for improvement.

 

 

    4 replies

    Jennifer16

    Awesome. Thanks for sharing, Andrew!

    K
    • Kyle35
    • June 19, 2017

    Hello, this auto-response trigger does not seem to work for me. Looking at my events in the ticket I can see...

    1. 3rd party gets added as CC via another trigger (https://support.zendesk.com/hc/en-us/community/posts/216284948-Auto-CC-user-s-on-Condition-Ticket-Create)
    2. 2nd trigger fires and auto adds a comment but does not send cc email (I can confirm that they are cc'd properly)
    3. 3rd event is me manually adding a comment and it showing the cc email being sent.

    Any ideas?

     

    R
    • Rob39
    • September 26, 2017

    This isn't working for us either.  Only difference is that we are using an internal note so only agents on the CC list are notified of the ticket creation and the requester does not get a duplicate notification.  The internal note set through the webservice does not cause the triggers to fire.

     

    -Rob

    J
    • James104
    • September 30, 2017

    Hey All!

    I apologize but the workflow that Andrew has provided here is unsupported as outlined in DO NOT use a trigger and a target to update tickets.

    If this is something you absolutely need for your business then your Target should notify an external server or middleman that is configured to send the API call after a delay to allow sufficient time for Zendesk to finish processing all ticket updates.  

    The CC notification for the ticket update will not occur as a result of a Trigger and is configured under Admin > Settings > Tickets > CCs.  CC notifications are generated whenever a party with a Role that allows for that comment type are CC'ed on the ticket when it is updated. Private comments will only be sent to Agents that are CC'ed and Public comments will be sent to both Agents and end-users that are CC'ed.

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