Goal: Trigger would not fire if agent created the ticket


2 Commentaires

  • Andrew J
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    You need to add a condition to your trigger that notifies a user of the ticket being opened. Add the condition 'current user is not agent'

  • Heather Rommel
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    For my instance, I've set a tag on all agent-created tickets agent_created

    Then I modified my current Request Received trigger to NOT fire off if that tag is present.

    I cloned that and made a new Request Received trigger when the tag IS present and modified the text to say "XYZ just created this ticket for you. We're working on the solution. This is your confirmation."

    Hopefully something like that will work for you too!

    Don't forget to test it out. A lot.


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