My apologies everyone, really dumb question time.
If I open a new ticket that a client has raised, type some info in the Public reply and then set the status to "Pending", does that automatically send an email to the requester?
I'm not getting any answers from Pending tickets. What am I doing wrong?
Apologies for really dumb question.
Thanks
Nigel db
Hi Nigel
Not a dumb question at all! As Trapta mentions, your customer should receive an email if the standard triggers are still in place. There should be a trigger called "Notify requester of comment update" and that should send an email to your customer on all updates with a public comment.
You can easily test this by sending an email to your Zendesk from a private/other email address than your agent email, reply to it from Zendesk and set the ticket as pending.
Hey Nigel -
As our awesome Community Moderators have mentioned, not a dumb question, and you're not doing anything wrong! I just wanted to give you a head's up that I'm going to edit the title of your post for better SEO. Thanks for participating in the Zendesk Community!
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