Troubleshooting email notifications Follow

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8 comments

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    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!

  • Avatar
    AaronD

    I just realized that an important ticket was never delivered because the new ticket, ie "Notify requester of received request" trigger was never fired. After much investigation I realized that it was because the ticket was set to solved at the beginning. I don't think that the condition "Status Is Not Solved" should not be included in the default "Notify requester of received request". This was a ticket the agent created in response to a request via another channel, ie phone call, paper and ink letter, etc.

  • Avatar
    Nicole Relyea

    Hey Aaron - 

    Thanks for the feedback. I encourage you to post your feedback in the Product Feedback topic in the Community, where our Product Managers can see it. Feedback posted on Tech Notes is not reviewed by the development teams. 

    Also, I see that this is your first post - Welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    We look forward to seeing you around the Community. Happy Zendesking!

  • Avatar
    AaronD (Edited )

    Thanks Nicole :)

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