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How to email agents with the ticket number in the subject line

I have a solution for emailing agents with the ticket number in the subject line (while not emailing end-users with the ticket number twice).

BTW- this in my solution to the "important update to agent email notification" which changed the format of the placeholder {{ticket.title}} so that when it is sent to Agents it includes a security token and when it is sent to End-Users, it includes the actual ticket number. See official announcement here: https://support.zendesk.com/entries/190225.

Back to the task at hand-- I created 2 triggers. One of them only emails end-users and the other one only emails agents. It's pretty easy to set up and your agents will be much happier. And as a side benefit, you can give your agents more info in that opening email.  Once you set this up, you can, and probably should, add this functionality to any other existing triggers which update agents via email.

Here are the 2 triggers I set up:



  1. Trigger to email End-Users ONLY for new requests

Trigger title = Tix Created as New/Open/Pending when Current user is end user = email end user requester


The ALL section:

* Ticket is... - Created

* Status - Less than - Solved

* Current user - is - (end user)


The ANY section:

(not utilized for this trigger)


Perform these actions:

* Email user -(requester)

* Email subject - Request Received :: {{ticket.title}} <-- note: this placeholder will display the email subject line as well as the actual zendesk ticket number for end-users

* email body - Whatever you want to tell your end-users when a new request is created for them.



  1. Trigger to email Agents ONLY for new requests

Trigger title = Tix Created as New/Open/Pending when Current user is agent = email agent requester


The ALL section:

* Ticket is... - Created

* Status - Less than - Solved

* Current user - is - (agent)


The ANY section:

(not utilized for this trigger)


Perform these actions:

* Email user -(requester)

* Email subject - Request Received :: {{ticket.id}} :: {{ticket.title}} <-- note: the {{ticket.id}} placeholder will display the actual zendesk ticket number while the {{ticket.title}} placeholder will display the random token at the end of the email subject line.

* email body - Whatever you want to tell your agents when a new request is created for them. We throw in a few helpful ticket fields and a url to the ticket.



Hope this helps you as much as it has helped us :)

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