So today I am able to auto-cc client users on tickets when tickets are created for the org that they are associated to. I do this by using a web hook in a trigger to add them as CCs. The logic is very straight forward:
- Ticket is created
- Org is ClientOrgName
The problem is we have some orgs that have multiple products and the user base for each are completely different. So I have one set of people I would want to auto cc for tickets on product A, and a different set for tickets on product B. We do have a product field, but it would only be set if the users created the ticket from our help center. A lot of our tickets come from email, and we use the same email across all products (same group of agents work on product A and product B), so the system doesn't know how to set that field when coming in through email.
Does anyone have any ideas on how to accomplish this?
Thanks for sharing the details and questions around auto-CC’ing client users on tickets by organization and product.
Jake, your approach using the webhook and trigger based on Org is logical and straightforward. The key challenge, as you highlighted, is distinguishing between products when the email and org fields are shared across them. Since the product field isn’t always set on emails, one possible approach might be to implement additional ticket triage steps or automation that parses incoming email content for product-specific keywords or headers, and then sets the product field accordingly. This could help differentiate tickets and trigger the right CC groups. Alternatively, you might explore if any custom ticket fields or tags could be automatically applied based on email routing or subject lines to identify the product.
Kyle, to your question, currently if the product field is not reliably set at ticket creation, there isn’t a built-in way to determine the CC group purely from the org field since it applies broadly. You’d need to have some consistent field—like product or a custom field—that clearly identifies which CC group to notify. That field or a tag could then be used in your automation to select the appropriate CC list.
Overall, ensuring consistent and reliable product identification at ticket creation (whether through parsing, routing rules, or user selection) is key to auto-CC’ing the right users per product within an org.
Hope that helps!