I want to notify end-users about tickets created by agents from the agent interface. How do I create a specific trigger for agent-created tickets?
You will need to go to Admin ( ) > Business Rules > Triggers > Add trigger and create a trigger with the following conditions:
Also, you would need to adjust the email subject and body accordingly.
You would then want to modify the Notify requester of received request trigger to add an extra condition, so the trigger will not fire for tickets created from the agent interface.
For more information on working with triggers, see Creating and managing triggers for ticket updates and notifications.