Workflow: Notify the customer when a ticket is solved

Triggers allow you to set up notifications easily. If you want to notify your users when their case is solved, consider creating 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. In this tutorial, you will learn how to accomplish this.

Tip: Consider how this new notification fits in with your other notifications before you build this workflow. You can also inform users when a ticket is solved using an automatic notification through email or messaging.

The workflow includes the steps below:

• Step 1: Create the trigger
• Step 2: Avoid duplicate emails

Step 1: Create the trigger

1. Create a new trigger
2. In the trigger, under Meet ALL of the following conditions, add:
   • Object > Ticket > Status category | Changed to | Solved
   • Object > Ticket > Comment | Is | Public
   • Ticket details > Current user | Is | (agent)
3. Under Actions, add:
   • Other > Notify by > User email | Object > Ticket > (requester)
     Email subject | Enter your custom subject line
     Email body | Enter your custom message
4. Click Create trigger

Step 2: Avoid duplicate emails

To avoid duplicate emails, update your triggers as below:

1. Open the Triggers page and open any trigger that notifies the requester of any comment update, for example, the Notify requester and CCs of comment update standard trigger
2. Under Meet ALL of the following conditions, add:
   • Object > Ticket > Ticket status | Not changed to | Solved
3. Click Save

Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Ticket status for the trigger setup above.