Trigger emailing updated comments from requester only



  • Mikkel Linnebjerg

    Hi Kristian!

    I'm not sure if you've already tried this out yourself or if you have anything else in your current setup that would be affected by these changes. But, perhaps the solution below could help solve the issue you're having? 

    If the people you have as "Requester" only assumes End User-roles I believe this would do the trick. The trigger will only fire when a ticket is updated, and the role of the "updateer" is not 'Agent' or 'Admin'. 
    The subsequent action will send an email to either an entire email group or just to a single email target - depending on your preferences or needs.  

    I hope this reply provides you with a solution to the issue that you are currently facing. 

    #helpsome regards,
    Mikkel Linnebjerg
    Zendesk Consultant @

  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member - 2022
    Most Engaged Community Member of The Year - 2021

    I think I should also try your solution because after getting the question I was finding the way to do it.


  • Kristian Hill

    This may do the trick!

    I will test this out and report back.


  • Zach Virshup

    As far as I can tell, the above solution does not work. The trigger is only looking at the requester's role, which will always be end-user. This trigger does not care about an 'updateer' as mentioned in the solution

  • Ferenc Nagy

    Hi, current user condition may be the answer.


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