The Macro CCs App has been designed to solve a simple yet meaningful problem raised by many members of the Zendesk community over the years, such as in this Product Feedback discussion - Adding non-agent CCs in Macros.
This app only does one thing, which is to allow the creation of macros that can add a CC to a ticket. It does this by relying on the 'add tags' Macro Action:
Step 1: Install the app from the marketplace.
Step 2: Configure your Email Tag Prefix and Email Tag Placeholders**, or use the defaults. See screenshot below of the app settings page.
Step 3: Choose whether to keep the tag on the tag or remove it after adding the email address to CC.
Step 4: Complete Installation
Step 5: Build your macros - For any macros that you want to add a CC, use the Add tags action as seen below. Email addresses will need to follow a specific format as there are certain symbols not allowed in tags. Example: cc:jpete369_at_gmail.com.
Step 6: Use your macros - Just click on your macro in the interface and the app will automatically translate the CC tag into a ticket CC. Save the ticket like normal when you are done.
Common use cases:
- External Account Managers need to be kept in the loop regarding their account's tickets. Rather than needing to remember every AM email address, program it into the Macro CCs App directly and then just add the CC as part of your macro.
Feedback is welcome!
Comments
0 comments
Please sign in to leave a comment.