Can someone help me figure out how to set up a trigger to send an email notification to the requester when the requester is an agent; they mention another agent in their ticket; and that agent responds via email, which creates a private reply? We don't want end-users to see private replies, so I understand the default functionality, but when the requester is an agent who can see the private replies anyways, it would be nice if they were notified of the update.
Trigger notifications when Requester is an agent
Thank you very much - we will give that trigger a try.
Is it possible to make a feature request to add (agent) to the list in the Requester drop-downs? It would be greatly useful so that we don't have to add/remove staff on triggers like this every time there is a staffing change.
Justin
A ticket inherits the tags on its requester's user account. So, if you go through each agent and add a tag such as 'agent', then rather than name individual agents on your trigger, you can use the condition to check for the tag.
If you have multiple triggers that need to know the if the requester is an agent, that may be easier. You also get the added bonus of using the tag in a View.
You just have to ensure that you include the agent tag as part of your workflow for creating new agents.
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If your main goal is to notify agents (who are requester of the ticket) about a private comment, this can be done by adding the agent manually as a follower on the ticket.
In addition, you can also use a trigger that will have a condition to send a notification to a requester if the requester is an agent. Please refer to the screenshot below. Take note that all of your agents that request tickets should be added under "Meet ANY of the following conditions" to make sure that it will fire for all agents that have requested a ticket.
Cheers,
Dane
Zendesk | Customer Advocate