Issue symptoms
A light agent sends an email to a Zendesk support address. However, they never receive an email notification of the received request.
Resolution steps
The above behavior is expected. Zendesk adds light-agent emails to tickets as private comments. The default Notify requester and CCs of received request trigger action Email user (requester and CC) doesn't go out for private comments due to a Zendesk system rule. Instead, only the Email user (requester) trigger action can send that email notification.
If you want to change this behavior, create a new trigger, then set the below conditions and action in that trigger.
To create the trigger
- Add a new trigger.
- Under Meet ALL of the following conditions, add:
- Object > Ticket > Ticket | Is | Created
- Object > Ticket > Comment | Is | Private
- Ticket details > Current user | Is not | (end-user)
- Lookup relationships > Requester > Requester | Is not | (assignee)
- Under Actions, add:
- Other > Notify by User email | Ticket > (requester)
- Other > Notify by User email | Ticket > (requester)
- Select Create.