This workflow shows how to forward notifications to an end user on ticket updates with lookup relationship fields and triggers.

While email targets provide a straightforward way to notify an external address, a lookup relationship field combined with a user object offers flexibility and customization options for the email. For example, you can set a subject line that is relevant to the specific ticket to add context. This approach also lets you choose the recipient for each ticket, unlike email targets which require a fixed address.

The workflow includes the steps below:

  • Step 1: Create the ticket field and configure it
  • Step 2: Add the ticket field to a ticket form
  • Step 3: Set up the trigger
  • Step 4: Train your agents

Step 1: Create the ticket field

This ticket field links to the user custom object and returns 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. In the Display name field, enter Forwarding address
  5. In the Select a related object dropdown, select User
  6. In the Set filter section under Meet ALL of the following conditions, add the condition: Role | Is | End user

    1.png img-screenshot

  7. Click Save

Step 2: Add the ticket field to a ticket form

  1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms
  2. Click the form you want to edit
  3. In the Available ticket fields panel, click the plus icon (+) to add the ticket field to the form
    Add the forwarding address to the form
  4. Drag the ticket fields to reorder
    Drag the the fields in the form to reorder
  5. Click Save

Step 3: Set up the trigger

Create a trigger that sends the email notification to the user.

  1. Create a trigger
  2. Under Meet ALL the following conditions, add these conditions:
    • Ticket > Ticket | Is | Updated
    • Ticket > Tags | Contains at least one of the following | your_tag
  3. 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

  4. Click Create trigger

    Trigger that notifies external email address on updates.png

Step 4: Train your agents

The lookup relationship field appears in the agent interface. Agents can search for end users by name or email address.

How agents can search for end users by name or email address

You can also use the forwarding address field when you create business rules for tickets.

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