Customizing default email notifications for CCs and followers

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5 Comments

  • Oscar Maynard

    Is there a way to notify someone that they have been added as a follower please? I can't see a way to build a trigger that would do this? 

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Oscar,

    As of the moment, there is no native way to set up a trigger or automation to notify the user that they have been added as a follower on the ticket. Notification is currently limited to the requester and CC. The good thing is! if a user was added as a follower, they will receive email notification of the ticket comments.

    Further, I am marking your comment as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

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  • Bill Reed

    It's also important to note that the trigger action Email user + (requester and CCs) is suppressed if a ticket update does not include a public comment. The trigger still fires and performs any other actions that may be included in the trigger, but the email message is not sent. You must include a public comment if you want to use this action to send an email message.

    Is there a way around this? This breaks some of our functionality for internal use-- such as if an agent in one group/dept has to create a ticket for another group/dept. By default, we have all agent comments set to internal note, but they don't get an email notification-- which may contain some information they need to see-- if they create the ticket with a private comment.

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  • Austin Killey
    Zendesk Customer Care

    Hey there @...,

    Really good question.  In that particular workflow, how do you feel about an additional trigger that's set up to fire only for those internal notes? Instead of the "(requester and CCs)" action, you could use only the "(requester)" action if the ticket's requester happens to be another agent.  In that situation, the trigger thankfully would fire and send out an email notification.

    Combined with having Followers enabled, you could also have the setting Automatically make an agent CC a follower enabled, so that any other agents who are CC'd in the ticket would also receive email notifications due to their Follower status allowing them to be kept notified of any new internal notes.

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  • Joshua Barnard

    "Understanding how email notifications are sent to followers by default" does not explain under what conditions a follower receives an email.

    I can only see follower emails when public comments are triggered. I want followers also to receive emails when people leave internal comments. Since followers can only be agents, it makes sense for agents interested in a ticket to get notified of internal updates.

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