Recent searches


No recent searches

Manually updating business rules for CCs and followers



image avatar

Lisa Kelly

Zendesk Documentation Team

Edited Jun 21, 2024


0

5

5 comments

image avatar

Jacob the Moderator

Zendesk LuminaryCommunity Moderator

Thanks Ben, it makes sense 👍

0


@... 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!

0


image avatar

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!

0


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

0


image avatar

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. 

0


Please sign in to leave a comment.