Fix CCed Users Not Receiving Emails in Zendesk
Why are CCed users not receiving emails in Zendesk?
CCed users not receiving emails in Zendesk is usually due to a trigger issue. When you CC a user on a ticket, the email notifications rely on specific triggers to be sent. If these users aren't getting notified, it's likely because the trigger isn't set up correctly.
The default trigger, 'Notify requester and CCs of comment update', is typically used for this purpose. However, your team might have modified this trigger. To resolve this, check your ticket events to see which trigger was activated. Then, edit that trigger to ensure its actions include 'Notify by > User email | Object > Ticket | (requester and CCs)'. For more detailed guidance, you can refer to the originalZendesk help article.
More related questions
How can I check which trigger fired for a CCed email in Zendesk?
To check which trigger fired for a CCed email in Zendesk, you need to review the ticket events. Each ticket in Zendesk has a detailed event log that shows all the actions taken, including which triggers were activated. By accessing the ticket…
What should I do if the default trigger for CC notifications is missing?
If the default trigger for CC notifications is missing, you may need to recreate or modify an existing trigger. The default trigger, 'Notify requester and CCs of comment update', is essential for sending notifications to CCed users. To address…
Can I customize the trigger for CC notifications in Zendesk?
Yes, you can customize the trigger for CC notifications in Zendesk to better suit your needs. While the default trigger is 'Notify requester and CCs of comment update', you have the flexibility to modify it. To customize, access the trigger…
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