Proative ticket - 2nd reply

3 Comentarios

  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Luisa Cunha

    Your second trigger contains a condition "channel is email" and that won't be true if this is an update to your proactive ticket (channel is the channel of origin, not where an update comes from).

    You may want to remove that condition, and also add the condition from your first trigger "Current user is agent". 

    I hope that helps.

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  • Luisa Cunha

    Hi Jacob,

    Tanks for your help!

    But in that case, if I remove the condition "channel is email" I will notify my customer when I answer them via Facebook or whatsapp right? I just want to notify the tickets that I am working via email.

     

     

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  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Those particular channels should not be affected by your second trigger, but other email and web channels could be.
    One idea would be to have your first trigger add a tag when it fires, and have the second trigger have this tag be a condition for it to fire.
    This way the second trigger will only fire on updates to your proactive tickets.

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