We're trying to create new tickets for end users to send them a message (like an email) but all they're getting is a notification saying their request has been received even though we've entered text in the ticket. Why are they not getting the text we send?
All communication to the requester (unlike CCs) is fired by triggers. So you probably have a trigger with the condition "Ticket is Created" and the action "Email user (requester)".
I found a similar question with answer here:
I think it can also be done with a new trigger with these conditions:
And in your original trigger you would add the condition "Current user is (end-user)". But please test it if you want to go down that road. I think it should work, but I haven't tested it!
With kind regards,
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