Trigger to include original email

Forum|Forum|5 years ago
August 28, 2020
3 replies
0 views

Richard47

Hi all,

Is there the ability to include the original email in the default "Notify requester and CCs of received request" trigger within Zendesk -> business rules -> Triggers?

Many thanks

Richard

This topic has been closed for replies.

Brandon12
Forum|Forum|5 years ago
August 28, 2020

Hi @Richard OHara -

Unfortunately due to spam & security concerns, Zendesk disabled this feature earlier in the year. You can read more about that decision and the reasoning behind it in this article.

That being said, this change only applies to the initial response. You could easily add a second trigger that updates the ticket somehow (changing the status, adding a tag), and then leverage the {{ticket.comments_formatted}} placeholder. This would result in two emails being sent to the end-user.

Hope this helps!