I have a workflow where I view tickets based on sorting from the Updated field in my Unsolved Tickets view. Some of my agents are viewing my tickets and then clicking the Submit button to exit the ticket (they are only viewing, not adding a Comment). This action changes my Updated timestamp. Is there a way to see which Agents are doing this so we can teach them the best way to exit the ticket is to close out of it using the 'x' vs. using the Submit button?
I tried creating a trigger that notified me via email who it was updating my open ticket by clicking 'Submit' - but that doesn't seem to work for me.
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