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.

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 | 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
     
4. Click Create

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 trigger.
2. Under Meet ALL of the following conditions, add:
   • 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.