I was looking forward to enabling the 'Private tickets' feature (i.e. allowing initial private comment in a ticket and creating tickets without alerting customers). However, since we are on the Essential plan we cannot modify the default triggers. Our standard 'Notify requester of received request' trigger does NOT take into account ticket privacy (i.e. whether contains Public or Private comments).It has two conditions only: 'Ticket is Created' and 'Ticket Status Is not Solved'
Consequently, I believe the Requester would be notified of the ticket even if creating with Private comments only (=Private ticket).
Interestingly, the second default trigger ('Notify requester of comment update') does have a condition: 'Ticket: Comment is Present, and requester can see the comment' so that should be fine and the only problem is be the trigger that fires on create.
Has anyone worked around or figured this on the Essential plan, or is Zendesk going to update the default triggers on Essential plan to support the 'Private tickets' feature?
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