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Add tags based on users in CC

  • January 3, 2024
  • 4 replies
  • 0 views
Nino14

Our company uses tags assigned to users to divide them per region.
So if a user with tag 'North' creates a ticket the ticket automatically gets the tag 'North'.

However we would like the same functionality when the user is in the cc.

Is it possible to automatically add users tags when they are in the cc instead of the requester?

      4 replies

      Brandon12
      • Brandon12
      • January 3, 2024

      Hey @nino14 - 

      I believe SweetHawk has a workflow defined for this that you can follow.

      https://support.sweethawk.com/hc/en-us/articles/360052312091-Performing-ticket-actions-based-on-who-is-CC-d

      Hope this helps!

      Brandon

      Stephan12
      • Stephan12
      • January 4, 2024

      Hi Nino,

      Please add the tag to organization of the enduser. In case the person issued a ticket or is even mentioned as CC the task will be added to the ticket tags.

      Regards, Stephan 

      C
      • Casey23
      • February 16, 2024

      Hi @stephan12,

      Looking for this functionality. Zendesk told me it was not possible to add organization tags to tickets based on CC's. Can you confirm this/let me know your method?

      Thank you,

      Casey

      Stephan12
      • Stephan12
      • February 19, 2024

      Hi Casey,

      I just managed a special test and you and the Zendesk partner are absolutely right. Nevertheless, all CC's of our customers are directly connected to the same organisation and that's the reason why it works for us. 

      Stephan

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