Ryan Hsiung

@...

At the end of your first screenshot, you've cut off the action part after the Notify Target. Do you have an action there that adds the tag that your notify requester trigger is looking for? IE Add Tags - update_email? 

Hey @...,

I did end up getting this to work actually. I would look at the order of your triggers. That could be something impacting this if you have the ticket received trigger above the change reply-to trigger. 

@... & @...

Thank you both for looking into this. I've tried to move the second trigger to the last position in the trigger list but that doesn't seem to have fixed it. I will admit there aren't that many triggers in my sandbox. There's maybe 20. So maybe it wasn't enough of a delay i'm not sure.

I've thought about using the automation as well but I believe those loop and fire once an hour roughly? I would be ok with maybe a 10-15min delay but an hour seems to be quite a lot. By that time the Agent may have already replied to or solved the ticket.

In my instance customers have a learned behaviour to expect the ticket received e-mail when they submit a form or e-mail, etc. I'm not sure what the best path forward on this would be. Was really hoping to get this to work as it's nearly there just missing the first hit. Everything after that works beautifully as expected. Really appreciate all the help and the example as well. 

@... / @... 

Thanks for getting back to me and further clarifying. Still seems to be doing the same thing even after the changes I made to mirror yours more closely. Edited my other post with the screenshots to show what the update looks like. 

@... / @... sorry again i'm not following. I believe that's what I already had done? The trigger screen shots are in order that I posted. The first one sets the reply to address when the ticket is created or updated. The one after that sends the ticket received notification. That's the same order I have in my sandbox environment as well. Am I missing something in my triggers?

@... / @... Can you clarify? Are you saying I should break up my second trigger again? 

I tried to follow your example and created two triggers as shown in my post. The first one sets the reply to and tags when the ticket is created. The second one checks for the tag when the ticket is created and sends the received notification.

Sorry a little unclear on exactly what you mean. 

@... thanks for the amazing suggestion. I have it working and firing but my request received notification still seems to be going out with the wrong e-mail address. However, any subsequent e-mails that are sent after are using the correct reply-to address. I'm having issues achieving that delay that you seem to have successfully achieved. Would appreciate some feedback on where i'm going wrong. Hopefully this helps some others as well. Please see the screenshots from my sandbox attached:

1) Trigger to set the reply-to e-mail once the ticket is created (Set DK Group Default E-mail)

2) Ticket received notification (Notify requester of received request - DK):

+1

We are in the same situation as echoed in this thread. Joel hit the nail on the head here. Many of our customers reply after our agents give the final sign off on chats before ending them causing at times alarming dropped metrics for our executive team.