Manually updating business rules for CCs and followers

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  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Thanks Ben, it makes sense 👍

  • Sydney Neubauer

    @... then would current user is Agent work? If we were to remove the "Requester is not current user", then the trigger would start firing and sending the requester back their own emails would it not? We want to ensure that does not happen. Any input you have is appreciated!

  • Ben Van Iten
    Zendesk Digital Resources Team

    Hi @...,

    In that instance you would still not be sending the update to the CC's when a requester makes an update on the ticket.

    Something that I've seen some customers do is make a note in the trigger itself indicating that customers will receive a copy of their responses for their own records or something to that effect so it doesn't seem as odd.

    Let us know if you have any further questions!

  • Caroline Scott

    I assume that if we still only want to send an automated reply confirming receipt of a ticket to the requestor and not to any CC's that we can leave the trigger as it is? ie notify requestor only

  • Noly Maron Unson
    Zendesk Customer Care

    Hi Caroline,

    Yes. If you want to only send the notification to the requester, then you will use (REQUESTER) instead of (REQUESTER and CC).

    Hope this helps. 


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