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
- Create 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 | Object > Ticket > (requester)
- Enter your custom Email subject and Email body
-
Other > Notify by > User email | Object > Ticket > (requester)
- Click Create trigger
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