Question
I set up a trigger with autoreply trigger actions, and I noticed that in some cases, these don't work on agent-forwarded tickets. Why does this happen?
Answer
These ticket trigger actions don't work for agent-forwarded tickets when an agent includes a comment:
- Autoreply with articles
- Autoreply
- Internal note
Note that these actions work as expected on agent-forwarded tickets if the ticket is forwarded without a comment.