Initial email to Zendesk support is public

Lou

• 1. März 2022 15:26

Community Moderator

I want to make the first comment in a ticket created by email an internal note. I found where you can add "#public false" to the beginning of the email body, but I would prefer to do it with some kind of trigger.

We have a separate email address that agents use to create specific kinds of tickets. We have a trigger that fires on it to do certain things (form, assignee, etc.), but the initial email shows up as a public note. Is there a way within the trigger to make that initial comment internal?

• Budke, John

  • 1. März 2022 21:44

  Hi Louis:

  In the "agent" settings, is the enabled box checked?

  

• Lou

  • 2. März 2022 21:04

  Community Moderator

  

  Yes.

Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.