Creating ticket on behalf of requester but not showing ticket contents

Answered

5 Comments

  • Aaron Michael

    Can someone please help?

    0
  • Heather R

    Hi Aaron,

    I'm not sure what plan you're on or what your settings are, but it sounds like you have Private comments as first comment enabled and if your Agents aren't entering a Public comment when they create the ticket, your trigger is probably sending them the formatted comments which means only show the Requester the comments they can see (public comments).

    I suggest you tweak your Notify Requester Ticket Received trigger - and you may need to test it a few times to get it right- to only send something to the Requester if the Ticket is public and/or if ticket comments have a public comment.

    If you are on the Zendesk essentials plan, I'm not sure that's possible.  

    Let us know if this helps!

    1
  • Aaron Michael

    Hey Heather,

     

    I tweaked the Notify Requester Ticket Received trigger and that was all that was required. Silly me couldn't figure it out!

     

     

    1
  • Nicole - Community Manager

    Glad to hear you got it sorted out, Aaron!

    Thanks for jumping in, Heather. :)

    0
  • Heather R

    My pleasure! So happy it helped!

    0

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