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: 

https://YOURSUBDOMAIN.zendesk.com/api/v2/tickets/update_many.json

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": "{{ticket.id}}",
"additional_tags": [{% for cc in ticket.ccs %}"{{ cc.email }}"{% 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 accounting@company.com, set it to look for the tag accountingcompany.com. 

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.