In this workflow you can learn how to forward notifications to an end user on ticket updates by using a lookup relationship field and support triggers.

While email targets provide a straightforward way to notify an external address, combining a lookup relationship field with a user object offers greater flexibility and customization options for the emails sent. For instance, you can set a subject line that is relevant to the specific ticket, enhancing its context. Additionally, this approach allows you to dynamically assign recipients for the email, unlike email targets, which require a fixed address.

The workflow includes the steps below:

  • Step 1: Creating the ticket field and configure it
  • Step 2: Add the ticket field in a ticket form
  • Step 3: Setting up the trigger
  • Step 4: Train your agents

Step 1: Creating the ticket field

This ticket field will linked to the user custom object and return the user email address.

  1. In Admin Center, click    Objects and rules in the sidebar, then select Tickets > Fields
  2. Click Add field.
  3. Select Lookup relationship field.
  4. Enter a Display name and description.
  5. In Select a related object, choose User.
  6. From the Set filter section and under Meet ALL of the following conditions add a condition that includes: Role | Is | End User

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  7. Click Save.

Step 2: Add the ticket field in a ticket form

This ticket field will need to be added to all forms it will be used within.

  1. In Admin Center, click    Objects and rules in the sidebar, then select Tickets > Forms.

  2. If your plan has multiple ticket forms, click the form you want to open for editing. The ticket form opens for editing. 

  3. Click the Plus sign (+) to add the ticket field to the form.

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  4. Drag ticket fields on the form to reorder them.

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  5. Click Save.

Step 3: Setting up the trigger

This trigger will send the email notification to the user.

  1. Create a trigger.
  2. Name your trigger > add any Category.
  3. Under Meet ALL the following conditions, add these conditions:
    • Ticket | Is | Updated
    • Ticket > Tags | Contains at least one of the following | your_tag
      trigger_workflow.png
  4. Under Actions, add
    • Other > Notify by User email | Object > Lookup relationships > Forwarding address
      Email subject       | Enter your custom subject line
      Email body       | Enter your custom message
      actions.png img-screenshot
  5. Click Create trigger.

Step 4: Train your agents:

The lookup relationship field is now available on the ticket form, allowing your agents to easily search for existing end users. Agents can perform manual searches using either the name or email address to quickly find and select the appropriate user.

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The forwarding address field can also be applied by using business rules on tickets.

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