Problem: When you use a trigger or automation to fire a notification, it is only possible to see the notification in Events - the notification is not appended as a comment to the ticket. This creates agent confusion, since they cannot readily see what notification the requester received in the ticket thread.
If you set the ticket to close upon firing a notification with a trigger or automation, when the requester responds to the ticket, the original notification sent by trigger is appended to the follow-up ticket as an internal note. From there, the ticket can resume in a back-and-forth thread as normal. so, we have every auto-sent notification close the ticket when it sends, so that agents can see what was sent to the requester when they respond.
Here's an example of what I mean (image censored for business confidentiality purposes) -
- We have a trigger set up to auto-fire a text notification to certain voicemail tickets. Thie trigger sets the ticket to close upon firing the notification.
- This notification does not appear as a comment on the original, closed ticket that it is sent upon.
- When the requester responds, this is the new ticket that enters the queue, that the agent can then work from with the context of the auto-sent notification as an internal note. while this use-case is text, it also works for email: