How do I create a trigger to notify me when a ticket is updated with an internal note?

Answered

2 Comments

  • Andrew J
    Comment actions Permalink

    Hello Joe, that is pretty easy.  I presume you are on a plan that allows custom triggers.

    Create a new trigger as below.  User your user account in the 'Email user' section.

    You can add other conditions or exclusions as desired. I'd recommend adding a way that this can be disabled by maybe allowing agents to enter a keyword $notes or similar that exclude the trigger from firing - so that they can still enter private notes if they want to for themselves.  Alternatively, make it only fire if $notify is in the comment text.

     

    1
  • Nicole - Community Manager
    Comment actions Permalink

    This conversation has been closed for comments by the Zendesk Community Team. If you have a related or new question, please create a new post

    0

Please sign in to leave a comment.

Powered by Zendesk