Why Triggers Don't Fire for CC'd Users in Zendesk
Why didn't a trigger fire for a CC'd user in Zendesk?
Triggers may not fire for CC'd users if they are recipients of the email that updated the ticket. This is to prevent them from receiving multiple notifications for the same update. If a user is CC'd or in the 'To' field of the original email, any trigger notification for that update is suppressed because they already received the message in their inbox.
To verify if this suppression occurred, you can use the Zendesk API. Access the ticket's audit log athttps://{your subdomain}.zendesk.com/api/v2/tickets/{ticket number}/audits.jsonand look for thenotifications_suppressed_forfield. This will confirm if the trigger was intentionally suppressed for that user. For more details, you can refer to theoriginal help article.
More related questions
How can I confirm if a trigger was suppressed for a CC'd user?
You can confirm if a trigger was suppressed for a CC'd user by checking the ticket's audit log via the Zendesk API. This suppression occurs to avoid sending duplicate notifications to users who are already recipients of the email that updated the…
What is the purpose of suppressing trigger notifications for CC'd users?
Suppressing trigger notifications for CC'd users prevents them from receiving multiple emails for the same ticket update. This is particularly useful when the user is already a recipient of the email that updated the ticket. By suppressing these…
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