Issue symptoms
I'm not getting email updates when a user has a follow-up email. I only get notifications about the first email from my customers. I do not get notified about follow-up emails in the thread.
Resolution steps
The Notify assignee of comment update default trigger is commonly used to notify the agent assigned to the ticket of any ticket update. If you edit this default trigger, or add another trigger of similar functionality, notifications may not send as expected.
To resolve the issue:
- Identify the trigger on an example ticket that did not send a notification to the assignee
- Edit the trigger
- Review the conditions and actions of the default trigger, Notify assignee of comment update. Make sure to add this action to your trigger: Other > Notify by > User email | Object > Ticket > (assignee), to send the assignee a notification
- Click Save
4 comments
Erin Olson
There are some assignee's that are receiving the email notification on my team and some that don't with the trigger that I have set up. What would the reason be for that and is there a fix?
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Zsa Trias
Hello Erin,
To check this, I would suggest Viewing all events for ticket updates to confirm that the trigger notification had run on the specific event when the assignee should have been notified.
If there is an "email notification" event going to the ticket assignee, and you don't see it in your inbox, you may want to check your spam folder if the notification was routed there.
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Shannon Hayes
I have the 2 triggers Notify requester of comment update & Notify requester of received request active, however is there something I can set up to send a customer whenever they reply to an email.
Example: I would like to send something such as:
Thank you for your reply. We are currently experiencing high volume of contacts, please allow us 48 hours to reply.
They get this message on a new contact received, however I want this for also for any open ongoing replies.
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Ivan Miquiabas
Thanks for reaching out!
If you are referring to time based automated responses, you can utilize Automation it is similar to triggers because both define conditions and actions that modify ticket properties and optionally send email notifications to customers and agents. Where they differ is that automations execute when a time event occurs after a ticket property was set or updated, rather than immediately after a ticket is created or updated.
Base on the example sceario that you provided, this would be a perfect fit. Hope this would help on your workflow!
Cheers!
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