You can BCC someone via the API. 

https://api.freshservice.com/v2/#create_a_reply 

Would that be a web request then a json parser?

I’m not that good when it comes to the API side FreshService.

yes, so you put the end point in the Web request and build out the body of the payload to give the reply. I’m working with another client today, but I can make a video later to show you. 

@Roxwell thank you.

@shs_tim.hobson  - 

It seems like your implementation has some intersting requirements, it may be worth looking at getting more formal support for a partner, to help you avoid any pitfalls and get up and running quickly. 

I can share our EaaS (Expert as a Service) details if you like :D 

Thanks @roxwell

What you have demo’d is nearly there. Just need that to be added to all replies so was thinking a PUT webhook might have done the trick but obviously not. 

It’s annoying because FreshDesk has this feature yet FreshService doesn’t and FreshWorks support have been very unhelpful.

Ah, that’s a different problem… I was solving that for someone else this week. You need to make sure you ask Freshworks to enable “Seamless workflows” in your system, to ensure it works properly. Otherwise, if you put a CC on every reply with a webhook then it will stop any subsequent workflows running. 

Thanks, have put in a support ticket.

I've been having a think about this. The only way BCC emails can be automatically added to replies is via the channels > Email options.

So with this in mind, could a web request be trigged to delete specific BCC emails from replies depending on the organisations variable?

Yes, if you create a custom object, with the “Org” and then the “bcc” then you can dynamically update the content of the webhook for the BCC

I reached out to FreshWorks support and after a bit of back and forth, this is what they came back with:

“From the screenshots you shared, I can see that there are no mandatory fields provided in one screenshot, which is why there is an error when performing the API call.

You can use the "?bypass_mandatory=true" after the POST API call to bypass the mandatory fields.

In the last screenshot where the API call was successful, you are not providing an email format for the BCC emails, you have just added the JSON body as "email":"email address". You need to provide a valid email address in order to update the BCC email.”

Then after a follow up email they ended the conversation with:

“Apologies for the confusion, currently we do not have the option to update BCC emails using APIs or workflows. We can only do it from the UI.

We have already added this to our future roadmap. However, I'll not be able to help you with an ETA for when the feature will come into existence as there are various other factors that play a major role in the process of building a feature.”

Seems like it’s not possible to automatically add different people into tickets.