Send email when ticket is assigned to an agent

8 Comentários

  • Andrea Saez

    this should do:

    assignee: changed

    assignee is not: current user

    notifications: email user

     

    This will trigger an email any time the assignee changes from either null or existing agent to a new agent.

    If you want to do it ONLY for new tickets, you would add the condition if ticket is new.

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  • Benedikt Depta

    _Thanks for the quick answer Andrea!

    _I did it like you said:

    Assignee: changed
    Assignee is not current user
    Ticket is new

    -> send mail to user 'requester'

    In the agent interface i changed the assigned of a new ticket from not assigned to an agent.

    however it doesn't work.
    I can't really image what wrong with that...

     

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  • Andrea Saez

    Hi Benedikt,

    That's because you have notify requester, what you want is to notify the user (agent) not (requester) ;)

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  • Benedikt Depta

    I do want to notify the requester.
    But i also tried to send a mail to the agent. No email arrived.

    So there must be something wrong with the conditions i guess :(

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  • Benedikt Depta

    Ok now it works:
    Assignee -> changed

    Assignee -> changed from -

    Thanks for the help Adrea!

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  • Andrea Saez

    Zendesk does have these two created by default - one that goes to the requester when the comment is updated, another one that goes to the assignee for the same + when they're assigned a ticket.

    Glad you figured it out :)

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  • Nate Legakis

    What is the purpose of this condition?

    Assignee is not current user

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  • Heather R

    So that if the person doing the change IS the assignee, they won't also get an email after making the change.

    Meaning, if I am the assignee and I make the change, I don't need the email to let me know I'm assigned, right? So this would keep the trigger from firing off in that scenario. 

    Does that make sense?

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