How do I create a trigger which fires when a requester adds a comment?

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Josh Hock

Posted Mar 16, 2023

I need to create a trigger which adds a tag to a ticket when another Zendesk connected support email address is CC'd.

I tried using the "Ticket Is Updated" trigger condition, but that did not work. I believe that "Updated" only triggers when an agent submits a ticket update, not when a ticket is updated by an outside requester comment.

What trigger condition should I use to fire when a requester updates a ticket by email?

 


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      Jahn Bronilla
      Hey Josh Hock Have you tried the below?

      Ticket>is>updated
      Update via>is>email
      Received at>is>(support email address) 

      Action: Add tags

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