Light agent doesn't receive email notifications when sending a ticket to Zendesk

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 standard Notify requester and CCs of received request trigger action Notify by > User email | Ticket > (requester and CC) doesn't go out for private comments due to a Zendesk system rule. Instead, only the Ticket > (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

1. Create a new trigger
2. 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)
     
     
3. Under Actions, add:
   • Other > Notify by > User email | Object > Ticket > (requester)
     
   • Enter your custom Email subject and Email body
4. Click Create trigger