Conditional information in email templates
AnsweredHi!
We have amongst our customers in Zendesk also our own sales staff. From a customer service point of view they are our customers as well. However we treat them a bit different with for example the email updates we send.
The issue at hand is that i want to inform the sales rep if there are any cc´s on the current ticket. This to avoid confusion and minimize that internal jargon reaches enc custromers by mistake.
I have created separate trigger called "Notify sales of updates" and included the following:
{% if ticket.ccs %}
This ticket has cc´s: {{ ticker.ccs }}
{% endif %}
However the text is included wheter the ticket has ccs or not and a cannot figure out how to do it. Is there anyone who can help here?
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Hi Björn Dahlin!
We don't have a trigger condition yet that would help detect if a CC was added to a ticket. I did see a feature request for it which you can check out: Using CCs as conditions for Triggers and Automations.
Your option at the moment is to manually tag these tickets if there's a CC or not. For example, with the help of macros, you can add tags to these types of tickets with CCs. Using the tag you added, you can use that as a trigger condition for your trigger "Notify sales of updates".
Hope this helps!
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