Why aren't end-users getting my messages? Follow

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4 comments

  • Avatar
    Joel Munson

    The problem with "Notify requester of a comment update" is that it sends a notification to the end user both when A) the end-user sends a new comment and B) when the agent sends a new comment.

    A) is very annoying and I don't want that to happen. How do I make it so that only B) happens?

    Thanks.

  • Avatar
    Jessie Schutz

    Hey Joel!

    You can fix this really easily by adding an additional condition to that Trigger. If you add Current user > is not > end-user that will ensure that the trigger will only fire when a comment has been added by an agent.

    Hope that helps!

  • Avatar
    Joel Munson

    Sure does. Thanks!

  • Avatar
    Mwaldrop86

    How do I get a customer to just be emailed the public comment that I left without them having to follow a link in their email?

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