I'd like to setup a Trigger that sends an email to someone not associated with the ticket (requester) and not an agent, is that possible? It seems like the "Email user" action can only email contacts associated with tickets (requester / CC's) or agents...
Send email to specific contacts? (not agents nor requester)
Hey Ryan,
Two options come to mind. You could create an email target, or you could start an email side conversation, both are actions that can be executed by triggers.
Hope that helps.
We have the Growth plan and don't have access to side conversations, but the Email Target might be a solution. Are those depreciated too or is it just HTTP targets?? Also, can I put in multiple addresses (comma or semicolon delimited)? Thanks!
Email targets should be available for you plan. But you can only have one email per target, you can trigger multiple targets with a single trigger, but they will be separate email threads then.
Side conversation let's you add multiple recipients to the same thread.
Humm... I see, "Invalid email" when trying the usual multiple addresses formats. Guess we'll have to make distribution lists or something to get around that. What happens when someone replies to emails that way? Does their reply go back to the ticket? Does it add them as a CC then? (There is probably some documentation about this that I'm missing...)
Found it, replies make a new ticket (not ideal but understandable). I'll have to ponder this further, seems like the ideal solution here would be a feature to add CC's via trigger action, and then another feature to just email CC's (not "requester and CCs" together).
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