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Brandon Fischer
Joined Oct 29, 2021
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Last activity Apr 08, 2022
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Latest activity by Brandon Fischer
Brandon Fischer commented,
The exact name of the trigger might vary depending on if it was renamed from the default "Notify requester and CCs of comment update." For example, my trigger is named "Notify customer of comment update." I often got confused with Zendesk's terminology for assignee, requester, etc., so I just refer to each group as agent or customer.
The easiest way to see which trigger needs to be changed is by clicking on any ticket with an email or message from a customer (or requester). Click on "Events" to see what Zendesk did behind the scenes when the message came in, and you should see something like this:
You'll want to click on the one that triggered the Email notification to [your customer's name]. That's the first trigger in the screenshot above, titled "Notify customer of comment update."
Make sure your trigger looks like the following:
View comment · Posted Apr 08, 2022 · Brandon Fischer
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Brandon Fischer commented,
SOLVED!
After chatting with Zendesk Support and troubleshooting many variables, we found that the support article above is incomplete. For the "Notification is suppressed and not sent to the requester or CC if they make a ticket update themselves" clause to take effect, you need to add the following to the trigger:
Current user ---- Is not ---- (end-user)
This will not affect when agents update tickets, only when requesters (customers) update the ticket, like by sending an email for example.
View comment · Posted Apr 08, 2022 · Brandon Fischer
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Brandon Fischer commented,
Hi Rick,
Apologies for the long delay. I have enabled account assumption, currently set to "one week." This issue has been present for at least the last few months, so any recent ticket should suffice, but you can use #8557 as a reference. In comparison, looking at an older ticket such as #7160 does not show the same "Notify customer of comment update" event when a client send's an email.
View comment · Posted Nov 30, 2021 · Brandon Fischer
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Brandon Fischer commented,
I've had some clients reach out and explain that when they respond to an email (thus updating their ticket) they receive an additional email of their own message. This article states the following:
"Notification is suppressed and not sent to the requester or CC if they make a ticket update themselves."
But that does not seem to be the case at this time.
My settings for "Notify the Requester of Comment Update" are the default values.
- Ticket is updated
- Comment is present, and the requester can see the comment
I'm seeing that it is triggering on more recent tickets but when I look back at tickets from months or years ago it does not trigger when a client sends an email updating their ticket.
View comment · Posted Oct 29, 2021 · Brandon Fischer
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