Trigger "Notify assignee of comment update" for group assignee

8 Comments

  • Wes Drury
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    @Chris - I think if you add Ticket Assignee IS -

    It would only send to the group if the ticket is not assigned.  If the ticket is assigned to an agent then this trigger would not notify the group.  Below is a screenshot of my Group trigger.  Hopefully this will help.

     

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  • Adele
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    If I add Assignee IS -, I then get two emails if a new ticket is submitted. One from the original trigger, notifying the group of a new ticket, and the second one recognising a comment has been added.

    The only way I can prevent this second email is to add the condition "Status IS NOT New."

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  • Jessie Schutz
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    HI Adele!

    That's correct. In order to prevent that second trigger from firing at the same time as other triggers, you'll need to make sure you add conditions that will prevent them from firing when they shouldn't.

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  • Adele
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    @Jessie - the only issue I have now is that if an agent adds a comment on an unassigned ticket, they get notified of their own comment. The agent is not the assignee in this case. I haven't been able to find a way to prevent this.

    If you have any advice on this, I would appreciate it. Thanks.

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  • Jessie Schutz
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    Hi Adele!

    You should be able to prevent this by adding a condition Assignee > Is not > Current user

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  • Adele
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    @Jessie - I already have that condition, but as the ticket is unassigned, it doesn't work.

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  • Justin Smith
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    Hey Adele!

    You could try replacing Assignee > is not > Current user with the condition Current user > Is > End-user.   With that in place it will ensure that your agents are only getting updates to tickets that are added by the end-users replying to their tickets.

    If that doesn't seem to help, I would suggest sending in a ticket to support@zendesk.com along with some screenshots of your trigger workflow and your account subdomain so that our advocacy team can take a closer look.

    Thanks!

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  • Adele
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    @Justin Thanks. I'll give that a go. In most cases the comment would be from an end-user.

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