How to construct a trigger to email the assignee when a ticket is closed?
In Zendesk Guide, our end users can designate a ticket as resolved instead of only Support agents. This circumvents required fields, so I constructed a trigger that notifies the assignee when an end-user determines a ticket. Is this achievable? During the process of creating a trigger, I was unable to discover a straightforward method.
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Hi,
I haven't tried this myself but it seems that the following conditions should work for your use case:
Meet ALL of the following conditions
Ticket | Is | UpdatedStatus | Changed to | Solved
Current user | Is | (end-user)
Actions
Email user | (assignee)
Email subject | Re: {{ticket.title}}
Email body | Please note that ticket {{ticket.id}} has been solved by the end user.
Let me know if that works!
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