Jonathan del Strother

Our trigger that posts ticket-updates to Slack fires way more often than I think it should.

I only want to see when a new comment is added to a ticket, either by the end-user or by an agent.

Here's my trigger condition:

but it still fires when, eg, the autoreply bot sends out some suggested fixes and the end-user visits a helpcenter article:

What am I missing?

This seems an odd design decision to us too - we only rarely know a customer’s full name, and often only have their email address.

It also seems to force you to type in a Name in addition to the email address, which I don't always know. Seems like a downgrade from the older pre-followers CC experience where you could just enter an email address into the CC box in the sidebar