How to remove CCs from a Zendesk ticket

To remove CCs from a Zendesk ticket in one click, install Leverwell and add the example action set "Remove outside CCs", or build one with a Remove CCs step. On the ticket, click Preview on the set in the Leverwell panel, check which CCs will go, and click Apply. Leverwell removes them in one update with an internal note, and Undo puts each person back.

When this comes up

• A customer CC'd people outside their company, and your next reply shouldn't reach them.
• A ticket collected a long CC list over weeks of replies and needs cleaning up.
• A known address, such as a vendor's notification mailbox, keeps getting copied.

Build the action set (admins)

1. Click the Leverwell icon in the left navigation bar and open Action sets.
2. Click Add the two examples to get "Remove outside CCs", or New action set for your own.
3. Add a Remove CCs step and choose what it removes (table below).
4. Optional: add Remove followers in the same set, for every follower or chosen agents.
5. Under Try it on a ticket, enter a ticket number and click Preview. It's a dry run.
6. Set Who can run it (every agent, or members of chosen groups) and click Save action set.

What Remove CCs can take off

Run it (agents)

1. Open the ticket and find Leverwell in the apps panel on the right.
2. Click Preview on the set. Leverwell reads the ticket fresh and lists the CCs before and after.
3. Click Apply. If anyone changed the ticket after your preview, nothing is written and you're asked to preview again.

Undo, person by person

CCs and followers are undone one person at a time: people Leverwell removed are put back, and people it added are removed. Click Undo on the result or under "Leverwell on this ticket". Undo needs the internal note Leverwell wrote, so don't delete or redact it if you might want to reverse the change.

Adding CCs instead

The same action sets can Add CCs: a typed list, the addresses in the first or latest public message, or a requester or organization field holding addresses. End users are included. Your support addresses, the requester and any Never CC these domains entry are skipped, and Zendesk allows 48 CCs on a ticket. Zendesk covers the triggers and macros that add CCs and followers in its CCs and followers business rules article.

Clean up many tickets (Bulk plan)

Open Run on many tickets, choose the set and a view or a Zendesk search, and click Preview. Untick tickets to skip, then Apply to N tickets, up to 1,000 per run. Stop finishes the current ticket and stops. Keep the run id: Undo a run finds it later from the notes.

What it costs

Leverwell is $50 a month per Zendesk account on the Ticket plan, every sidebar action for any number of agents. The Bulk plan is $99 a month per account and adds runs on many tickets. 14-day trial with a card, billed monthly by Zendesk. See the Leverwell documentation for every step.