Way to create trigger to email assignee when ticket solved by requester?

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Jake Warren

2023년 6월 02일에 게시됨

Within Zendesk Guide, our end users can mark a ticket as solved themselves vs only the Support agent. This bypasses required fields so I was hoping to create a trigger that notifies the assignee when an end user solves a ticket. Is this possible? I couldn't find an easy way when going through the trigger creation process.

Thanks!

Jake

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      Dave Dyson (gmail)

      Glad I could help!

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      Jake Warren

      Oh wow, that logic didn't click for some reason the first time reviewing - thank you!

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      Dave Dyson (gmail)

      Hey Jake!

      The third condition, Requester is (current user), should ensure that this trigger fires only when the requester is the one who solved the ticket.

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      Jake Warren

      Hi Dave Dyson, 

      Thanks for assisting! Wouldn't your suggestion email the assignee every single time a ticket of theirs is solved? I'm only wanting to email the assignee with the end user (requester) is the one solving the ticket (via our Help Center built on Zendesk Guide). 

      Thanks!

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      Dave Dyson (gmail)

      No problem! You can create a trigger for this using the following criteria:

      • Status Changed to Solved
      • Assignee Is not -
      • Requester Is (Current user)

      Then in actions, add "Email user (assignee)" and specify the message you want to send.

       

       

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