How do I create a trigger to notify me when a ticket is updated with an internal note?Answered
As a support manager, I'd like to be notified when any of my agents add an internal note to a ticket. Typically the internal notes are questions about how to respond, how to solve the issue, etc.
Hello Joe, that is pretty easy. I presume you are on a plan that allows custom triggers.
Create a new trigger as below. User your user account in the 'Email user' section.
You can add other conditions or exclusions as desired. I'd recommend adding a way that this can be disabled by maybe allowing agents to enter a keyword $notes or similar that exclude the trigger from firing - so that they can still enter private notes if they want to for themselves. Alternatively, make it only fire if $notify is in the comment text.
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