How to construct a trigger to email the assignee when a ticket is closed?

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kanyewest

Publication le 05 juin 2023

In Zendesk Guide, our end users can designate a ticket as resolved instead of only Support agents. This circumvents required fields, so I constructed a trigger that notifies the assignee when an end-user determines a ticket. Is this achievable? During the process of creating a trigger, I was unable to discover a straightforward method.

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      Hi, 

      I haven't tried this myself but it seems that the following conditions should work for your use case:

      Meet ALL of the following conditions
      Ticket | Is | Updated

      Status | Changed to | Solved

      Current user | Is | (end-user)

      Actions

      Email user | (assignee)

      Email subject | Re: {{ticket.title}}

      Email body | Please note that ticket {{ticket.id}} has been solved by the end user. 

      Let me know if that works! 

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