Question
How do I create a trigger to notify my customer that their request was solved?
Answer
Create a new trigger to send a notification when the status of a ticket changes to solved. Then update any trigger that sends notifications when a ticket is updated to prevent duplicated emails.
To create the trigger
- Create a new trigger.
- Under Meet ALL of the following conditions, add:
- Object > Ticket > Status category | Changed to | Solved
- Object > Ticket > Comment | Is | Public
- Object > Ticket details > Current user | Is | (agent)
- Under Actions, add:
-
Other > Notify by > User email | Ticket > (requester)
Email subject | Add here the subject of your notifications
Email body| Add here the text of the notification saying that the ticket was solved
-
Other > Notify by > User email | Ticket > (requester)
To update any trigger so requesters don't receive duplicate emails
- Open the Triggers page and open any ticket that notifies the requester of any comment update, for example, the Notify requester and CCs of comment update trigger.
- Under Meet ALL of the following conditions, add:
- Ticket > Status | Not changed to | Solved
Note: In accounts without custom ticket statuses enabled, use the condition Status instead of Ticket status for the trigger setup above.