E-mail is not getting triggered while adding an Internal comment through API call
Steps I am following:
1. Creating a ticket with a public comment via tickets API
-- Everything works fine. Requester and Assignee are receiving emails.
2. Immediately, from the ticket creating response, I am extracting the ticket id and call the PUT tickets API to add an internal comment.
-- This is the payload I am passing to update the ticket.
"ticket": {
"comment": { "body":internal_comment_body, "public" :false }
}
-- Assignee is not receiving any emails. When I check Zendesk, I can see that internal comment got added properly. But no emails triggered.
3. Tried to add another internal comment through Zendesk portal.
-- Now the Assignee received this new internal comment added and the previous one created using API.
Am I missing something here?
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Your trigger to fire the email probably doesn't include updates via the API:
It could be other things, but that's a good place to start.
Just be sure you don't have other API updates that shouldn't fire an email. If you do you'd just need to add some conditions to exclude those/only include this one (like comment is present, etc.)
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Where do I find this option? Daniel Dobrzensky
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Ansar KA You'd do this through the Admin Center.
See: Managing triggers
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