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Sending to the customer problem.

Answered
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Sebastian Schmidt

Posted Jun 24, 2021

Hello! 

I need help with the following problem.

When a customer sends us an email (ticket)
And i try to like respond with like "Sending as open/waiting" 

The customer doesent get my answer, but he get the answer from my trigger?
Like "Thanks for you email, you got number #0000" 

How do i fix it so its my answer that get to him instead of the triggers? 

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    Heather Rommel

    Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

    Hi Sebastian Schmidt,

    I suspect you might have colliding triggers- The way to start is to look at the events on your ticket. This will show you which triggers fired off and when. Likely your trigger for Ticket Received is firing and then your Ticket Updated trigger isn't....

    Sincerely,

    Heather

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    Gab Guinto

    Zendesk Customer Care

    Hi Sebastian,

    Heather's right, this could be due to your trigger configuration. You may want to check again if the correct conditions are set up within your notification triggers. It's also important to check if the comment placeholders are added to your trigger's actions. You may find this article helpful: About the Support default triggers.

    Thanks Sebastian!

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