Don't notify requester when they add a comment

Beantwortet

4 Kommentare

  • Jessie Schutz
    Zendesk team member

    Hi Felipe!

    You should be able to do this by adding a condition to your trigger that specifies that the trigger should only fire when an agent updates the ticket. You can find more details on how to set up your triggers here

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  • Jonathan Nathanson

    Hi Jessie - I'm afraid I have found your comment pretty unhelpful.

    I know Zendesk fairly well, and even I am struggling to find out how to do what you suggest.

    What option on the drop-down for conditions in triggers can be used to compare the user who submitted the comment with the requester, to see if they match or not?

     

    Thanks,

    Jonathan

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  • Dan Cooper
    Community Moderator

    Hi Jonathan, 

    The condition you want to look for is Requester | Is not | (current user). Adding this into a trigger that sends email will not send an email if the person updating the ticket is the requester.

    I'm familiar with the Enterprise plan, which doesn't have restrictions on triggers and which conditions you can use.  If you are on an Essentials plan, I'm not sure if the above condition is one of the available options though. 

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  • Jessie Schutz
    Zendesk team member

    Hey Jonathan! I'm sorry I didn't go into enough detail on that.

    An alternative to Daniel's suggestion is to add the Current user > is > (agent) condition. This will ensure that the email notification only goes out when the ticket update is coming from an agent, not an end-user. Either option should do what you need. :)

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