Why is Submitter not available for use in a trigger?
RespondidaWhen agents forward an email to Zendesk from a requester, they are the submitter. What is the reason that submitter is not a field available to use in a trigger?
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Hi Kate Ward,
Thanks for joining our AMA! It looks like you maybe need to disable agent forwarding? Then you should be able create a trigger condition for the requestor.
To disable the forwarding option
- Log in as an administrator.
- Click the Admin icon () in the sidebar, then select Agents from the Settings category.
- Deselect the Enable email forwarding option from the Email Forwarding category.
- Click Save.
More information is available here: https://support.zendesk.com/hc/en-us/articles/203663316-Passing-an-email-to-your-support-address#topic_ym4_2ng_3k
Hope this helps!
Brandon
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Hi Brandon - I have email forwarding enabled already. I want to be able to take an action when an agent forwards the email, without having to set an agent_created tag. That was suggested from another article. Why not just have submitter as an available field for use?
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Understood. Right now that is not a feature that is available, unfortunately, but I would encourage you to submit that over on our Product Feedback forum page. In lieu of that, I would also have recommended the agent_created tag.
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Support Triggers and Email Workflows AMA has ended and comments have now been closed. If you have any related questions, you can create a new post in our Support - Troubleshooting and Q&A topic!
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