How to Report on CCs in Zendesk Tickets
Can I create a report on the CCs of a ticket in Zendesk?
Currently, there is no direct metric for CCs in Zendesk Explore reporting. However, you can still access information about CCs on tickets through alternative methods.
You can view a user's CC'd tickets by opening their profile in Support and selecting 'CCs' from the dropdown menu. For more detailed reporting, you can create a custom workflow using the Tickets API to add a tag when a specific user is CC'd. If the user is an agent, you can use a macro to add them as a follower and tag the ticket. Once tagged, you can filter your reports in Explore using these tags. For more details, check out the originalZendesk article.
More related questions
How can I view a user's CC'd tickets in Zendesk?
You can easily view a user's CC'd tickets by accessing their profile in Zendesk Support. This method allows you to see all tickets where the user is CC'd. To do this, open the user's profile and click on the dropdown menu labeled 'Requested…
How can I use the Tickets API to report on CCs in Zendesk?
To report on CCs using the Tickets API, you can create a custom workflow that adds a tag to tickets when a specific user is CC'd. This involves having a developer set up a workflow that checks for emailccids or collaborator_ids matching the…
Can I use a macro to add a tag for CCs in Zendesk?
Yes, if the person you want to CC is an agent, you can use a macro to add them as a follower and also add a tag to the ticket. This method is useful for tracking when specific agents are CC'd on tickets. By adding a tag through a macro, you can…
Is there a plan to improve CC reporting in Zendesk?
As of now, there is no direct feature for CC reporting in Zendesk Explore, but users have expressed interest in such functionality. Feedback from users like Casey and Dawn highlights the need for better CC reporting capabilities. Zendesk encourages…
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