Rakel Garcia

Recently encountered an issue with customers not receiving our responses, discovered the reason was because I deactivated the following default triggers: "Notify requester and CCs of comment update" and "Notify requester of new proactive ticket" 

I inherited our Zendesk from a previous Manager and was cleaning out the system so I was unaware that such a crucial function would be deactivated so easily and with no notification. I'm sure this has happened to others as well, and it's really a big set back when you have to go back to review previous tickets because external response weren't actually sent. 

I would suggest setting up some type of pop-up notification that informs users that if you delete this default trigger, responses will not be sent, unless you've set up another trigger with that function.

Also, the trigger doesn't even note that it is a system "default" trigger. 

Thanks.