Does [end user] on the trigger condition [current user][is] include CC end users?

Answered

1 Comments

  • Zsa Trias
    Zendesk Customer Care

    Hello there, 

    It is actually an inborn rule that if an end-user replies to a ticket, requester or not, that the ticket should re-open. There is no need to create a "reopen trigger" for this.

    Reference: About the inborn system ticket rules

    If a ticket's status is set to Pending, Solved, or On-hold, and an end-user comments on the ticket, the ticket status will be set to Open.

    But if you're asking specifically on trigger condition/s that you can use for replies from CC'd users,
    we currently don't have a specific condition to detect that. But as a workaround, you can combine these trigger conditions. This would apply on updates where the updater is an end-user but not the actual requester:

    • Current user is (end-user)
    • Requester is not (current user)
    2

Please sign in to leave a comment.

Powered by Zendesk