Keep account managers in the loop
Copy each customer's account manager on their tickets, without agents having to remember.
Why teams want it
CC lists that keep themselves right
One rule, every location
CC whoever is named in an organization field, such as a regional manager, instead of one trigger per customer.
Keep internal staff off customer replies
Remove everyone from your own domain, or all agents, before a reply goes out.
Swap contacts in one step
One rule can add the new contact and remove the old one in a single update.
How it works
Set up in three steps
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Pick a trigger or automation
Use one you already have, or create a new one. Its conditions stay in Zendesk's own editor, so there's no second rule language.
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Choose who to add and remove
People, email addresses, or whoever is named in a user or organization field.
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See every change
When the rule runs, CC Rules updates the ticket's CCs and logs who it added or removed, and why.
What a rule can do
Add the right people. Remove the wrong ones.
Add
- Specific people from your users
- Email addresses you type in, created as end users or skipped, your choice
- Whoever is named in an organization field, such as each customer's account manager
- Whoever is named in the requester's user field, such as their manager
Remove
- Specific people or email addresses
- Everyone from given email domains, such as your own
- All agents CC'd on the ticket
- All CCs except the requester
The requester is never removed.
Copy regional manager on escalations
On
Runs whenTrigger: Escalated to Tier 2 fires
AddWhoever is in the requester's organization field Regional manager email
RemoveEveryone at @acme.com
Compared with a webhook guide
Why not a free webhook guide?
Guides that add CCs with a trigger and a webhook work, until they don't. The guides themselves warn about these:
Webhook guideCC Rules
Trigger loops
Updates itself again unless you add a nullifying condition
Makes no update when nothing needs to change
Silent failures
CCs aren't changed if the same update adds an internal note, and no error is reported
Every run is logged, including why a rule did nothing
Authentication
An admin's API token in the webhook. Zendesk is retiring API tokens: no new ones from 27 October 2026, none work after 30 April 2027
Connects once with Zendesk sign-in
Per-customer CCs
One trigger per organization, editable only by admins
One rule reads the CC from an organization field
Zendesk says webhook OAuth is coming before April 2027. Existing webhook setups will still need rebuilding.
Price
$3 per agent per month
- 14-day free trial
- Installed and billed through the Zendesk Marketplace
- No other vendor to set up
Questions
Can I use it now?
Not yet. It's being built. Join early access and you'll be first to try it when it's ready.
Which Zendesk plans does it work with?
Any current Suite or Support plan. CC Rules relies on triggers, automations and webhooks, which every current plan includes.
Does it read my tickets?
Only the CCs and the fields a rule uses. It stores a log of what each rule changed, and nothing else from your tickets.
Will it make my triggers loop?
No. If a rule finds nothing to change, it makes no update, so it can't set your triggers off again. A per-ticket limit stops a misconfigured rule as a backstop.
Why not use a free webhook guide?
You can, if you're happy to guard against trigger loops, CCs that silently don't change, one trigger per organization, and rebuilding the authentication before API tokens stop working on 30 April 2027. CC Rules is for teams who'd rather not.
Is this made by Zendesk?
No. CC Rules is an independent app, built by Alexander Haines.
Early access
Be first to try CC Rules
Tell us about your Zendesk and the first CC rule you'd set up. Joining gets you first access when it's ready.
- Takes under a minute
- No payment details
- A personal reply from Alex if you'd like a call