Bill Dorminy

I have to say that it is very disappointing this isn't a lot easier. Every time I become a follower on a ticket, I have to go search for the ticket number. I tried creating this view, but if my name isn't in the "tag" section of the ticket, the view won't work. Why "Tags"? Why not "Followers"? 

The default trigger "Notify requester and CCs of received request" works for all groups in our organization. However, I want to customize this so that the trigger has a different reply based on the group that receives the request.

For example, if a user submits an email to "itsupport@zendesk", I would like the email that the requestor receives, to have a subject line that says thank you from the IT Dept. If it's sent to a different group, thank you from that group etc.

I made a clone of the default group and set a "meet all" condition of "Group, is not, Information Technology". I then created a clone of that trigger and set the "meet all" condition to "group, is, Information Technology".

When I submit a ticket to the group email address, I receive 2 notifications, 1 from each trigger. If I set my newly created trigger to "inactive", and leave the condition "group, is no, information technology" I still receive the default notification.

Any advice to what I'm doing wrong?