Im looking to create a trigger that sends an email to my agents when a tickets comments are updated by the requester ONLY. I don’t want my agents to receive an email if the agent updates the ticket comments.
I cant seem to find a condition that would isolate the requester updating the ticket (Vs the agent) so my agent is getting the email on their own updates (which I want to avoid).
I saw "Agent replies" but it is not clear how i could utilize that or if it would be helpful.
Thanks
Hi Kristian!
I'm not sure if you've already tried this out yourself or if you have anything else in your current setup that would be affected by these changes. But, perhaps the solution below could help solve the issue you're having?
If the people you have as "Requester" only assumes End User-roles I believe this would do the trick. The trigger will only fire when a ticket is updated, and the role of the "updateer" is not 'Agent' or 'Admin'.
The subsequent action will send an email to either an entire email group or just to a single email target - depending on your preferences or needs.
I hope this reply provides you with a solution to the issue that you are currently facing.
#helpsome regards,
Mikkel Linnebjerg
Zendesk Consultant @ helphouse.io
I think I should also try your solution because after getting the question I was finding the way to do it.
As far as I can tell, the above solution does not work. The trigger is only looking at the requester's role, which will always be end-user. This trigger does not care about an 'updateer' as mentioned in the solution
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