Performing ticket actions based on who is CC'd

It is possible to perform ticket actions based on who is CC'd on a ticket. For example, every time the accounting department is CC'd you could automatically do something, like popping up a notification or applying a specific task list. 


Performing a ticket action based on who is CC'd can be done with the following 3 steps: 

1. Create a webhook to update the ticket.

2. Create a trigger that converts the CCs into tags.

3. Create a trigger that performs actions based on the tag.


Step 1

To create the webhook in Zendesk, follow the first 3 steps in this article, with one difference; When it comes to setting the Endpoint URL in step 3, set it with this URL instead:


Step 2

To create a trigger to convert the CC addresses to tags click on the cog on the left, go to Triggers and click add trigger like this:



Then give your trigger a name and set the conditions for when you want it to fire like this: 


Under the Actions section, set a rule to Notify active webhook and select the webhook you created in step 1. 

Then in the JSON body section. copy and paste in the following code:


"tickets": [
"id": "{{}}",
"additional_tags": [{% for cc in ticket.ccs %}"{{ }}"{% if forloop.last == false %},{% endif %}{% endfor %}]

Finally, click to save the trigger at the bottom.

The Actions section should look something like this:


Step 3

To take action on the support tickets with a specific tag, once again you will need to click on the cog on the left, go to Triggers and click add trigger like this:



Then give the trigger a name as to what the action will be. 


Next set a rule to look for the tag that matches the email address in question. 


Note: Tags can not include @ symbols, so when you write your tag, ensure that it matches the email address precisely with the exception that the @ symbol should be removed. Ie. instead of setting the rule to look for the tag, set it to look for the tag 


Next, in the Actions section, ensure that you set a rule to remove the tag the conditions are checking for. This will ensure that the trigger does not 'loop' and continue firing



Lastly, you can add further actions to the trigger to ensure that what you want to happen, happens. In the case below, it has been set to automatically apply a task list to the ticket while also sending an emailing notification to Fin Raziel informing her of the ticket:


After creating the trigger, you can test this process by sending in a ticket where the relevant CC address has been added. 


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  • Hi Peter,

    I found this article very helpful. I wish zendesk would be this detailed in their help center.

    One part of this had me blocked for a minute and I could not figure it out until I really thought about it. Please let me know if I am missing something. In a SET trigger above the trigger that is created to add the CC's an action must take place to add the "add_ccs" tag in order for the trigger to run.

  • Hi Lee, Yes that is correct in that in step 2, the part that describes adding the rule "Tags" - "Contains at least one of the following" - "add_css" is somewhat of a placeholder for whatever conditions you want the trigger to fire on. You can change this to match whatever rules you actually need. For example, instead, you could create a checkbox field and set your rule to fire based on that...  or if you wanted this trigger to fire on ALL tickets that get created you could remove the rule entirely. It really comes down to your requirements as to when you want the CC's to be converted to tags. 

  • Good day,

    I am following this guide but using the webhook. I just cant get this to work for me.

    Could you do one explaining how to use it with webhook as well?


  • Hi Anees, Yes this article was due to be updated to cater for the new webhooks. I've made some tweaks to the article so that it is now relevant to webhooks. Note that in step 1 you'll now be following this article up to step 4 with one difference noted in the article above.


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