Hi,
When a ticket is created in our system on behalf of a user, it is reflected in Zendesk. However, the user does not receive an email containing the original public reply. All further emails are being sent correctly - the 2nd comment on the ticket works, as does the 3rd, etc.
Is there a way to also send the email for the initial ticket creation?
Hi Forest!
I bet the triggers you have might be causing this. It happens to all of us. You may need to tweak or clone your Notify Requester Ticket Created trigger to look for when a ticket is created and send the original ticket comment. When testing, if you get duplicates, I suggest adding a tag like "1st_notification" and adding this as a condition - ticket contains none of the following tags and add tag to ticket. You may need to add this tag in the top and bottom of all your Notify Requester Ticket Created triggers and reorder them in the order you'd like them to fire off.
Something else to check before modifying the triggers is that the first comments your agents are making have to be public for the customer to receive them.
Oh! And if your triggers say Current User is not Agent or Requester is not an agent that could be an issue.
If you're having more issues, let us know!
Hi Heather,
Thanks for your help. It turns out we did not have a trigger for ticket creation at all, only one for notifying the requester of a comment update. Once I added the additional trigger, everything worked.
Thanks again!
Fantastic! So glad 😁
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