How do I notify my customers that their ticket was solved?

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  • Leonardo Machado


    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?


  • Cheeny Aban
    Zendesk Customer Care

    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


  • Leonardo Machado

     Thanks for your supporte!


    The placeholder ticket.latest_comment work.

  • Matthew Gardner

    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.

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Matthew,
    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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