Matthew Briley

@Thomas,

We have the same need that you do in that we need to be able to ask somebody a one-time question and then not bombard them with all of the ticket updates afterward. Here's how I implemented this in our system:

1. Create MACRO that adds 'tag1' to the ticket. (our macro actually places the question in the comment as well, but yours wouldn't have to)
2. Create TRIGGER that only fires if 'tag1' is present on a ticket when it's updated
3. The TRIGGER sends an email notification to a specific Light Agent and includes the ticket comments (using {{ticket.comments_formatted}})
4. The TRIGGER also removes 'tag1' (ours adds 'tag2' as well so we can keep track of the ticket, but yours wouldn't have to)
5. When the Light Agent responds, their comment is added as an Internal Note on the ticket. Because they were never added as a CC, they won't be stuck receiving future updates

My use case is that I need to be able to remove both light and full agents from the CC field in certain scenarios. A text field similar to the 'remove tags' option would be great, but even a drop-down with a list of agents (both light and full) would be beneficial.