Sending a different email message to users for agent-created tickets

The default trigger Notify requester of received request sends a confirmation email to the ticket requester for each ticket received. This trigger applies to all tickets created, so requesters receive the same message regardless of whether they submitted the ticket directly or an agent created a ticket on their behalf.

If you want to send a different message for tickets created by an agent on behalf of the requester, this guide will help you do that.

This tip contains the following sections:

• Modifying the original trigger
• Creating a new trigger
• Results

Modifying the original trigger

The first step in creating this workflow is editing the default trigger, Notify requester of received request, so it only fires when the requester creates a ticket. To do this follow the steps below:

1. Click the Admin icon ( ) in the sidebar, then select Business Rules > Triggers.
2. Locate the Notify requester of received request trigger and click its title to open the edit page.
3. Under Meet ALL of the following conditions add Requester > is > (current user).  
   Note: The condition Requester > is > (current user) prevents the default trigger from firing when an agent creates a ticket on behalf of someone else.
4. Click Save.

Creating a new trigger

Next, you'll need to clone the trigger you just updated.

1. Hover your mouse over the Notify requester of received request trigger and select Clone from the context menu on the right-hand side.
2. Edit the title of the trigger to something else, like "Notify requester of created request".
3. Edit the condition Requester > is > (current user) to Requester > is not > (current user). If you would like, you can remove the Status Is not Solved condition as well.
   
   
   Note: The condition Requester > is not > (current user) causes the new trigger to fire only when an agent creates a ticket on behalf of someone else.
4. Edit the email body so the message is specific to tickets created on behalf of the requester, like in the example below.
   
   Note: Remember to include a placeholder which displays ticket comments, like {{ticket.comments_formatted}} or {{ticket.latest_comment_formatted}}.
5. Click Create.

Results

Example of a response when the requester creates the ticket:

Example of a response when a ticket is created on behalf of the requester:

For more information about triggers, check out About triggers and how they work, Creating and managing triggers for ticket updates and notifications, and About the Support default triggers.