Gmail sent inbox "notify requester of comment update"

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  • Brett - Community Manager

    Hey David,

    Just to confirm, you as the agent are receiving a separate email when you send a response to the requester from within Zendesk?

    Gmail will thread these conversations based on the Topic of the email notification. Therefore if the subject of the email is different then the conversation will not thread.

    By default, the Notify requester of comment update trigger should only send a response to the requester of the ticket. It sounds like there were some changes made to the Trigger that also notifies the agent?

    If so, I would recommend removing that condition so your agents don't receive an email update for their own response.

    Check out our default Triggers here: About Support Default Triggers

    Hope this helps!

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