Send email when ticket is assigned to an agent
Sounds simple but i haven't figured it out yet.
I have an already existing unassigned ticket and want to send out an email when this ticket is assigned to an agent. How must the trigger conditions be?
I'd be glad for your help!
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this should do:
assignee: changed
assignee is not: current user
notifications: email user
This will trigger an email any time the assignee changes from either null or existing agent to a new agent.
If you want to do it ONLY for new tickets, you would add the condition if ticket is new.
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_Thanks for the quick answer Andrea!
_I did it like you said:
Assignee: changed
Assignee is not current user
Ticket is new-> send mail to user 'requester'
In the agent interface i changed the assigned of a new ticket from not assigned to an agent.
however it doesn't work.
I can't really image what wrong with that... -
Hi Benedikt,
That's because you have notify requester, what you want is to notify the user (agent) not (requester) ;)
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I do want to notify the requester.
But i also tried to send a mail to the agent. No email arrived.So there must be something wrong with the conditions i guess :(
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Ok now it works:
Assignee -> changedAssignee -> changed from -
Thanks for the help Adrea!
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Zendesk does have these two created by default - one that goes to the requester when the comment is updated, another one that goes to the assignee for the same + when they're assigned a ticket.
Glad you figured it out :)
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What is the purpose of this condition?
Assignee is not current user
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So that if the person doing the change IS the assignee, they won't also get an email after making the change.
Meaning, if I am the assignee and I make the change, I don't need the email to let me know I'm assigned, right? So this would keep the trigger from firing off in that scenario.
Does that make sense?
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