Requester + Assignee the same person

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  • Pedro Rodrigues
    Community Moderator

    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)

    Under Actions:

    • 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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