Hello, I have a trigger schema that sends email notifications to agents and admins when a CSAT rating is received from the requester and provides the rating and any free text comments entered. I also have a set of triggers that provide an almost identical email notification when a CSAT survey has been updated by the requester. These update triggered email notifications to agents and admins work fine when a requester changes the satisfaction rating from good to bad, or bad to good, and it works when the satisfaction reason (drop-down box selection) is changed. What I have not been able to puzzle out is how to fire the update trigger when the rating and satisfaction reason remain the same, but the free text comment box content changes. It seems I can only trigger events based on "satisfaction" and "satisfaction reason" and I am not obviously seeing an applicable selection for "satisfaction comments." I would expect something like, "satisfaction comments" is/is not/changed to/changed from/updated/etc. as options. Does anyone have some advice? I want my agents and admins to have the latest and greatest CSAT survey response information via a notification email and need a means to test for change of survey comments which in turn initiates the CSAT update trigger. I hope this makes sense.
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