Send automated e-mail to e-mail address in a customer field (via trigger or automation)

Hi Matt,

I can think of a few options using a side conversation action from either a macro (manually applied) or a trigger (automated). Not knowing the exact use case here, I would caution against sending emails on every ticket update - are you looking to keep someone in BCC on the ticket? 

Assuming your custom field is a drop-down ticket field, you could create a macro like this:

Where the To field holds the placeholder for your custom field "{{ticket.ticket_field_option_title_14149716112023}}", the number part should be your field ID.

You could also automate this using a trigger, like this:

I hope this helps you out.

Thanks, will take a look at the above.

For clarity, the use case is that when a ticket is created I need to reply to both the ticket requester and a third party with different macros. The third party e-mail is a variable that will be entered into a custom field in ZD when the ticket is initially created via API.

There would not be an update sent to the custom field e-mail address on every action, only when specific actions/changes were completed on/to the ticket.

I would need responses from the third party e-mail address to be visible in the ticket but not to the requester

Hey Matt Way

Sorry for the delay, it sounds like the trigger solution I outlined should work for your use-case, if you're using a text field to hold the email, you may need a different placeholder.