Messaging collaborators, but not the requester
We have a custom script that looks up a requester in our own system when they send in a ticket. We use this to update the ticket with customized priority, subject line, tags etc based on their account in our system.
One thing we do is add the requester's account manager if they have one. However, our script doesn't fire until the ticket is already created. So, adding the collaborator alone doesn't actually notify the collaborator--they won't know about the ticket until there's another public comment posted.
One thing I could do is pass in a tag when the collaborator is added, which could activate a trigger to send another reply, but that would double-notify the requester. Also, since collaborators could be other external users that the requester cc'd in their initial email, I don't want them getting messages too.
Since the collaborators we add are all agents, would internal notes be sent to them? I was thinking we might be able to post an internal note when the account manager is added as a collaborator, but I don't know for sure if the notifications would work that way.
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My last theory worked. I started sending a private comment, which notifies the cc'd agent without alerting the requester or non-agent ccs.
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Hi Collin!
I'm so glad to hear that it worked the way you needed it to! Please let us know if you need anything else!
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Hi Collin,
Can you please share that script to add account managers as Collaborators? I am trying to do the same thing and add Account Manager's email(which is stored in a field on Organization) but not having much success.
I would appreciate any help.
Thanks,
Saurabh -
Hello Collin Cunninghame,
Would you be able to share your script with us? Saurabh Kapadia is attempting to resolve the same issue you were remedying.
Best regards.
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I figured it out with using a Trigger + Endpoint combination.
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This is awesome!
Thanks for sharing Saurabh :)
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