How to create an automation where multiple tickets will be included in one email?

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  • Madison Davis
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    Hi Adnan! Great question. Unfortunately, both automations and triggers fire on an individual ticket at a time, so there's not a way for an automation to pull or summarize information about another ticket - only the current ticket it's firing on. If you're looking for a rollup of tickets that an agent needs to follow up on, perhaps a better solution is to create a dashboard with a report containing those tickets, and email the dashboard to the agent each morning?

    Alternatively, could your automation change the ticket status to Open instead of emailing the assignee, so that when the assignee logs in to Support, they'll see open tickets they need to follow up on?

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