Does "Pending" status automatically send an email to the requester?

3 Comments

  • Trapta
    Community Moderator

    @NigelDaltonBrown,

    Yes, your client must have got an email that the ticket has been updated.

    Thanks

    1
  • Carsten Falborg
    Community Moderator

    Hi Nigel

    Not a dumb question at all! As Trapta mentions, your customer should receive an email if the standard triggers are still in place. There should be a trigger called "Notify requester of comment update" and that should send an email to your customer on all updates with a public comment.

    You can easily test this by sending an email to your Zendesk from a private/other email address than your agent email, reply to it from Zendesk and set the ticket as pending.

    1
  • Nicole S.
    Zendesk Community Team

    Hey Nigel - 

    As our awesome Community Moderators have mentioned, not a dumb question, and you're not doing anything wrong! I just wanted to give you a head's up that I'm going to edit the title of your post for better SEO. Thanks for participating in the Zendesk Community!

    0

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