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Automations: Notifications Email User

  • June 21, 2023
  • 4 replies
  • 0 views
Maria19

Hello everyone,

We have recently implemented automation for sending follow-up emails to Requester (Automations//Perform these actions://Notifications: Email User//(requester and CCs)).



We have configured all the necessary details and parameters, and the automation is working flawlessly. However, we cannot see the message we send as part of the ticket on Zendesk.

Is it possible to have our sent message included in the ticket, or do we only receive replies from the user?

Any advice or guidance would be greatly appreciated.

Thank you,

    4 replies

    G
    • Gabriel32
    • June 22, 2023
    Hi Maria,
     
    Automation can send notifications to users containing information / notification from ticket events by design, but they cannot be used to add a comment to a ticket when they fire.
     
    I've taken a look and found that other users are discussing similar needs below:
     
    Can I configure a trigger to add a comment to a ticket?
     
    I hope that answers your question.
     
      Jahn11
      • Jahn11
      • June 22, 2023

      Automated message or triggers are most of the time standard responses hence by nature will not show in the comment section of a ticket. 

      You can click though the automation or trigger that fired which you can see in the ticket events to see the message that have been sent to the customers. Also, end users/customer can reply to the automated or trigger fired message and will be included in the ticket events. 

        Maria19
        • Maria19
        • Author
        • June 22, 2023

        Thanks, Jahn! 

        Michelle40

        Question on Jahn's June 2023 reply … How do I find the Ticket Events referenced in the paragraph copied/pasted below: 

         

        You can click though the automation or trigger that fired which you can see in the ticket events to see the message that have been sent to the customers. Also, end users/customer can reply to the automated or trigger fired message and will be included in the ticket events. 

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