Question
How do I create a trigger to notify my customer that their request was solved?
Answer
Create 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.
To create the trigger
- Create a new trigger.
- Under Meet ALL of the following conditions, add:
- Ticket Status | Changed to | Solved
- Comment | Is | Public
- Current user | Is | (agent)
- Under Actions, add:
- Email user | (requester)
- Email subject | Add here the subject of your notifications
- Email body | Add here the text of the notification saying that the ticket was solved
To update any trigger so requesters don't receive duplicate emails
- Open the Triggers page and open any ticket that notifies the requester of any comment update, for example, the Notify requester and CCs of comment update.
- Under Meet ALL of the following conditions, add:
- Ticket Status | Not changed to | Solved
Note: In accounts without custom ticket statuses enabled, use the condition Status instead of Ticket status for the trigger setup above.
5 Comments
Hello!
I'm tring to use this placeholder ({{ticket.comments_formatted}}) to send an email to user when ticket are solved, but the placeholder not work.
I can't found in form (View available placeholders).
What I'm doing wrong?
Hi Leonardo,
Thank you for sending a comment on our Community.
Don't worry! we're here to help. When you create a trigger, under action>email user/group or text user/group - the view available placeholders will appear below the comment box.
When you mention that the placeholder did not work. Are you pertaining to the message or the trigger? If the trigger did not fire, conditions need to be reviewed. You can check How can I troubleshoot my triggers? for a step-by-step procedure on basic troubleshooting. If it's the email, we suggest that you revisit the format of the placeholder on your trigger, or you can also create a test ticket using your personal email as an end-user, so you will see how the message appears on the end-users end. For your reference, here's the complete list of Zendesk Placeholders.
All the best
Thanks for your supporte!
The placeholder ticket.latest_comment work.
This seems to only trigger when an agent has added a new comment when marking a ticket as "solved". How do I cover silent solves, where an agent does not add a comment, i.e. when a customer just says "thanks, it worked!" I want the agent to mark the ticket as solved and send a notification to the customer. But when I choose "comment is public" as a trigger it wants the agent to have left a comment. And if I remove it entirely I would get duplicate triggers. I need something that captures the idea there was no comment.
In your case, you will need to create two separate triggers that will fire when a ticket has public comments and the second one, will cover silent solve tickets.
Here's a screenshot of our silent solved notification trigger with this condition built in (again, all in the Meet ALL of the following conditions set):
Add a condition to your ALL set that is tags contains at least one of the following [custom tag], for example silent_solve.
You can add the tag silent_solve to the ticket manually, by macro, or however you want to add it. I hope that helps!
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