Stopping email notifications for agent created tickets

5 コメント

  • Jonathan March
    Community Moderator

    Hi Shunya,

    You could write a trigger which explicitly checks whether the requester is each of your agents -- (Requester is agent1 or requester is agent2 or .... Since you are a small team, this should not be hard to keep updated?)

    If it is, then set a tag like `requester_is_agent`.

    Then have each of your notifications triggers check that this tag is not set.

    1
  • Dan Ross
    Community Moderator

    Hey Shunya,

    Another alternative that also does this by would be achieved by updating your email triggers to include logic like this. This will not require maintenance of updating triggers to include new member names as the team grows, it will check if the user creating the ticket is an agent or not before sending the email.

    ALL 

    Ticket IS Created

    Current User IS NOT (agent)

     

    ACTION

    Send Email/Notification

    1
  • Shunya Yamada

    Thank you Dan Ross and Jonathan March for your input. I have tried to do as you have suggested but still run into the same issue and some new ones.

    In the ideal situation, when a customer submits a ticket we would like to be notified but when we do on behalf of the customer we dont need to be. On the customer end, we would like an email notification to be sent to them either way.

    Using the triggers you have suggested, I am able to stop email notification to us but this also stops email notification to customers. I am able to turn on email notifications for customers but that same trigger then notifies us as well.

    Are either of you able to suggest triggers to achieve what I am trying to do?

    Customer:

    Receive email notification for a new ticket created by customer

    Receive email notification for a new ticket created by agent

    Agents:

    Receive email notification for a new ticket created by customer

    Do not receive email notification for a new ticket created by agent

    Thank you in advance

     

    0
  • Jonathan March
    Community Moderator

    Shunya,

    Here's something to try, though I have not tested it.

    I'll follow Dan's very good improvement of using "Current User is not agent" instead of itemizing individual agents. For simplicity here I'll also follow his suggestion of putting this the logic and the notification into the same trigger. (In practice I often do prefer using a tag to separate the selection logic conditions and the notification action into two separate triggers, but that  is another discussion.) 

    Conditions for requester notification trigger:

    ALL

    Ticket is Created

    ANY

    Requester is not (current user) [This is the change which should allow the customer to be notified]
    Current user is not (agent)

     
    Conditions for assignee notification trigger:
     
    ALL
     
    Ticket is Created
    Current user is not (agent)
    1
  • Shunya Yamada

    Jonathan March Thank you for summarising and making it super simple for me. I think that has done the trick!! Thank you for your help!!

    1

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