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

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5 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?

  • Avatar
    Jessie Schutz

    Welcome to the Community, Mwaldrop!

    You need to make sure that you have the appropriate placeholder in your notification trigger so the comment will render in the email. Most people use ticket.latest_public_comment_formatted,  which will display the most recent public comment with any formatting that was used.

    You can find additional options in our placeholder reference document!

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