Have had some issues with Triggers notifying Agents when CC'd on a ticket but not when @mentioned in a private note. I'm aware that you can send an email notification to requester and CC, but I would just like to let just my agents know when they are @mentioned in a private note via email incase they are not currently in Zendesk.
@mention email notifications
Hi Melvin,
Just to create some context for this issue of yours; When you @mention one of your agents in a ticket (as a private/internal comment), the selected agent does not receive a notification or email (outside of your Zendesk instance) regarding this, is that correctly understood?
If I understand this correctly, you don't need an actual trigger for this to happen. When you use the tag (@)-funtion it handles the notification-part "behind the scenes" - all on its own.
I just tried to @metion my private email in my own Zendesk instance, and this created/sent an email to my private gmail account. However, the notification I received on my private email was automatically transferred to the "Promotion"-tab (which is default in gmail) - Perhaps that might be why your agents don't see the email-notification? Or perhaps the notifications are automatically directed to the spam folders of your agents?
Please let me know if any of these suggestions could potentially solve the issue you are currently having.
#helpsome regards,
Mikkel Linnebjerg
Zendesk Consultant @ helphouse.io
@Mikkel LinneBjerg,
Yes that is exactly my current situation. I tried the same test you mention, and that seems to be the case.
Thank you for the help, I was beginning to think I had turned something off on accident.
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