How do I create a trigger which fires when a requester adds a comment?

Beantwortet
image avatar

Josh Hock

Gepostet 16. März 2023

I need to create a trigger which adds a tag to a ticket when another Zendesk connected support email address is CC'd.

I tried using the "Ticket Is Updated" trigger condition, but that did not work. I believe that "Updated" only triggers when an agent submits a ticket update, not when a ticket is updated by an outside requester comment.

What trigger condition should I use to fire when a requester updates a ticket by email?

 


0
1
1 Kommentar
Datum
    Neueste
      image avatar
      Jahn Bronilla
      Hey Josh Hock Have you tried the below?

      Ticket>is>updated
      Update via>is>email
      Received at>is>(support email address) 

      Action: Add tags

      0
      Melden Sie sich an, um einen Kommentar zu hinterlassen.
      Sie finden nicht, wonach Sie suchen?
      Neuer Post