Wesley E.Jacobs

These Triggers are arguably the most important of all, because they dictate who, how and when users get notified of communications.  While some Triggers like "Notify All Agents Of New Request" might be over-zealous, others like "Notify Requester and CCs of Comment Update" are imperative if you want customers to be able to see your message. Don't forget about the Proactive Ticket Notification Trigger for conversations that are started by your agents on the web interface!  Pro Tip: If you're ever curious if a Trigger sent a notification on a ticket, all you have to do is check out the event log.