Recently my colleague come across a very specific change management process. All approvers were added as CCs to a ticket. This action can be simply done manually, by a trigger, or by an app. However, the goal was to remove a user from CC as soon as he/she approved a ticket by adding an #approve keyword.
The solution is based on the ability of URL targets to make an API call to set ticket collaborators (i.e., CCs). The current solution, enhanced with dynamic content and liquid markup, allows for removing or adding a current Zendesk user (either an agent or end-user).
This tip of the week explains how to add a current user into the CC field with the text command “add_me”, how to remove a current user with the text command “remove_me”, and how to remove everyone from CC using the text command “remove_all”.
Head over to the forums for the detailed steps