Configuring notifications for follow-ups

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Patrik Vaberer

Publicado 22 feb 2023

When I create follow-up for a closed ticket and send a public comment, the user receives a Received request notification, instead of Comment update notification.  I assume the problem is in the conditions. I'm sending screenshots of how both notifications are set.

How to update the conditions to send a Comment update notification instead Received request notification when an agent sends a public comment via a follow-up?

Since I'm not able to insert images to this ticket, I'm sending a stackoverflow link to check the images.

https://stackoverflow.com/questions/75519658/configuring-zendesk-notifications-for-follow-ups

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      Jahn Bronilla

      Hi Patrik Vaberer, I guess you are sending follow up from a closed ticket so technically you are creating a new ticket, right? 

      Looks like from your use case the trigger notification that is being sent is for proactive ticket created by an agent or by this default trigger 

      Ticket>is>created versus Ticket>is>updated. 

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