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Sending an email without creating new ticket first

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Kyrsten Lindgren

Publication le 03 mars 2021

We have an issue where we can reply to customers via email but not create new emails straight out of the bin.

First, we need to create an internal note with the customers email & subject line and submit as new. Then we have to go into the new ticket and create the email and send it that way.

Is there any work around for this?

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    Chandra Robrock

    Most Helpful - 2021Community Moderator

    Hi @... - You can absolutely do this without creating an internal note first, but you'll need to make sure you have a trigger in place that notifies the requester of a ticket created by an agent.

    If you take a look at the 'Notify requester of new proactive ticket' trigger conditions in this help article, you can then compare that trigger logic with your existing triggers to identify why these proactive emails aren't being sent by Zendesk currently. 

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