How to notify only CC'd users | Community
Skip to main content

How to notify only CC'd users

  • June 19, 2023
  • 2 replies
  • 0 views
A

Hello,

I am seeing that there is supposed to be some kind of suppression occurring with the email user > requester and cc, but I don't see this to be the case.

All our end users comment on tickets in the help center. When the requester of the ticket adds a comment on their ticket a notification trigger is sent both to the requester and the cc'd users. We wouldn't want the requester to get that email trigger notification because they made the comment, just the cc'd users.

What condition(s) do I have in trigger that are missing or causing issue?

Amanda

    2 replies

    Hiedi
    • Hiedi
    • July 4, 2023

    Hi @amanda13,

    Unfortunately, it's not possible to send email notifications to CC'd users only. The only way for CC'd users to receive email notifications is if you use the action: Email user > (requester and CCs). For reference: Trigger conditions and actions reference. 

    Joshua21
    • Joshua21
    • March 8, 2024

    Hi Amanda, I replied on the other related question here:

    https://support.zendesk.com/hc/en-us/community/posts/4413081272474/comments/6866965714330

    In short, email suppression only applies to ticket updates via Email.

    So unfortunately, like Hiedi has already pointed out, for your circumstance where all end-user comment via Help Center, they will continue to receive emails for their own replies.

     

    Terms & ConditionsCookie settingsAccessibility statement