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.
The workflow includes the steps below.
Step 1: Create the trigger
- Create a new trigger.
- In the trigger Under Meet ALL of the following conditions, add:
- Object > Ticket > Status category | Changed to | Solved
- Object > Ticket > Comment | Is | Public
- Object > Ticket details > Current user | Is | (agent)
- Under Actions, add:
-
Other > Notify by > User email | Ticket > (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
-
Other > Notify by > User email | Ticket > (requester)
Step 2: Avoid duplicate emails
To avoid duplicate emails, update your triggers as below:
- 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 trigger.
- Under Meet ALL of the following conditions, add:
- Ticket > Ticket status | Not changed to | Solved
- Ticket > Ticket status | Not changed to | Solved
Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Ticket status for the trigger setup above.