Issue symptoms

My agents are making updates to tickets that do not include a public comment. However, customers still receive an email notification informing them the ticket was updated. How do I turn off blank email notifications for my customers or agents?

Resolution steps

This email notification indicates that at least one trigger is configured to send an email notification to customers from a ticket update. However, the affected trigger doesn’t check whether or not a public comment is present.

Locate this trigger by searching for the Email notification event in the events of the ticket. For directions, see the article: How to tell if Zendesk Support is sending email notifications to customers. The event includes a link to the trigger that generated the email notification. 

To limit the trigger to fire only when a comment is present

  • Add the below condition to the Meet ALL of the following conditions section:
    • Object > Ticket > Comment | Is | Present, and requester can see the comment 
Note: If an agent includes a public comment and the email notification sent to the customer is still blank, your trigger may be missing a placeholder within the Email body under Actions. Placeholders such as {{ticket.comments_formatted}} are necessary to include a new comment within an email notification. For more information, see the article: Using placeholders.
Powered by Zendesk