Requester + Assignee the same person
We are experiencing an issue where agents are accidentally sending emails to themselves rather than the intended customer.
I am curious, is there anything that can be set up to prevent an agent sending an email to themselves by mistake like we have for required fields?
Thanks in advance for your help.
Hi Lisa Kennedy, there is. Here's an example of what you can do:
Create a new trigger and make sure you position it before any requester notification triggers.
Under ALL conditions:
- Ticket is Created
- Current user is agent
- Requester is current user
- Tags contain none of the following: zd_nonotif (for example)
- Add tags: zd_nonotif
Then you need to edit any triggers that notify the Requester and add a condition (under ALL) so that tags contain none of the following: zd_nonotif.
This way Zendesk will not send the usual notifications whenever agents create tickets where they're also the requester.
However, you can also consider creating a new trigger that ensures the ticket status is changed back to open (for example) and notifies the agent (current user), informing that they're the requester (and any other actions that might be pertinent).
Hope this helps, let me know if something isn't clear!
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