Trigger "Notify assignee of comment update" for group assignee
By default, all of our tickets are assigned to a group call "Support" (which all of our agents belong to as well). If we don't assign a ticket to an individual agent, the "Notify assignee of comment update" trigger doesn't work at all. For example, if the requester updates the ticket, no notifications are sent out.
What should we do to notify the Support group when a ticket is updated for these group tickets? We tried adding another trigger that sends an email to the entire group, but that trigger is very noisy because it sends an email to the group even when the ticket is already assigned to an individual agent (because the agent also belongs to the group). Below is a screenshot of the group trigger. 
Basically we just want the system to email the group only when the ticket is not assigned to an individual agent yet. If it is, then the group trigger shouldn't fire.
Please advise. Thanks!
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@Chris - I think if you add Ticket Assignee IS -
It would only send to the group if the ticket is not assigned. If the ticket is assigned to an agent then this trigger would not notify the group. Below is a screenshot of my Group trigger. Hopefully this will help.
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If I add Assignee IS -, I then get two emails if a new ticket is submitted. One from the original trigger, notifying the group of a new ticket, and the second one recognising a comment has been added.
The only way I can prevent this second email is to add the condition "Status IS NOT New."
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HI Adele!
That's correct. In order to prevent that second trigger from firing at the same time as other triggers, you'll need to make sure you add conditions that will prevent them from firing when they shouldn't.
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@Jessie - the only issue I have now is that if an agent adds a comment on an unassigned ticket, they get notified of their own comment. The agent is not the assignee in this case. I haven't been able to find a way to prevent this.
If you have any advice on this, I would appreciate it. Thanks.
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Hi Adele!
You should be able to prevent this by adding a condition Assignee > Is not > Current user.
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@Jessie - I already have that condition, but as the ticket is unassigned, it doesn't work.
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Hey Adele!
You could try replacing Assignee > is not > Current user with the condition Current user > Is > End-user. With that in place it will ensure that your agents are only getting updates to tickets that are added by the end-users replying to their tickets.If that doesn't seem to help, I would suggest sending in a ticket to support@zendesk.com along with some screenshots of your trigger workflow and your account subdomain so that our advocacy team can take a closer look.
Thanks!
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@Justin Thanks. I'll give that a go. In most cases the comment would be from an end-user.
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