Selecting solved on a reopened ticket creates blank note and sends email

Answered

4 Comments

  • Chandra Robrock
    Community Moderator

    Hi John! I'd love to see if I can help.

    It sounds like you'll need to adjust the trigger that is sending this blank email out to the customer. Do you happen to know which trigger is causing this email notification to send out? You should be able to see this when reviewing the Events tab of a specific ticket. 

    If so, would you mind sharing a screenshot of how this trigger is setup so that I can take a closer look on my end?

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  • Dai Hara

    A similar situation happened with our team.

    When the ticket is on public comment/email and we hit open, on-hold, solved without wanting a new reply, it sends a blank email to the user. Sometimes we just want to save without sending a reply or placing on hold when we obtain additional information.

    https://share.getcloudapp.com/OAuJq0X0

    I guess the workaround is to change to "internal notes" but this did not happen until recently

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  • Chandra Robrock
    Community Moderator

    Hi Dai Hara! Sorry to hear you're running into this issue as well.

    You should be able to move the ticket into a different status without an email being fired to the end user. I attempted to reproduce this issue within my own Zendesk account but was unable to, so you'll likely need to modify the trigger that is firing this blank email. 

    Would you mind checking the Events for a specific ticket in which a blank email was fired to identify which trigger is the one causing this email notification to be sent out?

    Once you've identified the trigger, feel free to send over a screenshot of the exact logic being used in this trigger so that I can help provide some guidance in terms of preventing these blank emails in the future.

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  • John Duffey

    Good morning Chandra and thank you for your time in helping with this issue. I was on leave last week and when I returned this week the problem has seemed to have corrected itself. So now i'm no longer able to replicate the issue either. You can close this thread for me unless Dai still needs assistance.

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