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Trigger to notify requester
Posted Feb 04, 2021
The default trigger "Notify requester and CCs of received request" works for all groups in our organization. However, I want to customize this so that the trigger has a different reply based on the group that receives the request.
For example, if a user submits an email to "itsupport@zendesk", I would like the email that the requestor receives, to have a subject line that says thank you from the IT Dept. If it's sent to a different group, thank you from that group etc.
I made a clone of the default group and set a "meet all" condition of "Group, is not, Information Technology". I then created a clone of that trigger and set the "meet all" condition to "group, is, Information Technology".
When I submit a ticket to the group email address, I receive 2 notifications, 1 from each trigger. If I set my newly created trigger to "inactive", and leave the condition "group, is no, information technology" I still receive the default notification.
Any advice to what I'm doing wrong?
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1 comment
Chandra Robrock
It sounds like it could be an issue with the ordering of your triggers since all triggers will be evaluated in order.
As long as the trigger that routes all emails sent to the itsupport@zendesk email address to the Information Technology ticket group is before these ticket created notification triggers, I would expect only the "Group is Information Technology" notification to fire.
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