Email Notification CC - When a ticket priority is changed

Hi Vishal,

First, thanks for posting this on our community forums. Though the option to Send email to CC isn't available, you can still achieve this using the combination of an automation + email notification .

You can add a public note on the ticket using the webhooks option in observer and then turn on the notification for the CC users which will do the trick.Here's how you can set this up :

1. Observer rule to add a public note : 

You can set the conditions as per your requirement and then set the action to Trigger webhook. 

Please replace https://yourvoice.freshdesk.com with your Freshdesk url and then update the authentication section with the admin email&password

This will add a public note on the ticket based on which we can trigger an email notification to the CCd user.

2. Email notification to the CCd user : 

Navigate to Admin -> Email notifications -> CC notifications -> Note added to a ticket and modify the content as per your requirement. 

Hope this helps! Drop us note if you need further assistance in order to set this up.

Cheers!

Thanks Aravind for kind help. Really Appreciated !!!

I have one query, I got the steps which you mentioned but the problem is I don't have the email id's in email CC.

Where can I set customer email id's in email CC.

Regards,
Vishal Bhosale

Hi Vishal,

The CC addresses can be either added using the Dispatchr rule or manually when you send a response on the ticket. The CCd addresses have to be already a part of the ticket for the automations to pick and send the notification email.

Cheers!