Sadie

When customers try to attach files to their replies to a ticket, that reply simply never shows up in our Zendesk instance at all, and the customer does not get any sort of bounce or error message. How can we configure a better user experience for this use case?

Existing trigger emails a group of agents when an action is taken on a ticket. We would like an option to email "everyone in the group but the agent when that agent updates a ticket". We don't need our agents to be emailed about their own updates to a ticket, just to anyone else's update of a ticket in their group.

This would allow us to keep one another informed of activity in the group without excess email volume about our own updates.

Is there a way to email "everyone in the group but the agent when that agent updates a ticket"? We don't need our agents to be emailed about their own updates to a ticket, just to anyone else's update of a ticket in their group.