Email Specific Conditional Triggers



  • Dan Ross
    Community Moderator

    Hey Allison,

    Try something like this, see if it meets your needs.

    On your existing  "Notify requester of received request" and "Notify all agents of received request" triggers, add a condition for  'Received at IS NOT:'


    Then create a new trigger that fires when

    Ticket is Created

    Email received at:

    and then in the email action, don't include the {{ticket.comments_formatted}}


    This will have your acknowledgements from other addresses include ticket comments and your acknowledgement emails from email1@ not have the potentially sensitive comments.


    Hope that helps!


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