Hello!
I need help with the following problem.
When a customer sends us an email (ticket)
And i try to like respond with like "Sending as open/waiting"
The customer doesent get my answer, but he get the answer from my trigger?
Like "Thanks for you email, you got number #0000"
How do i fix it so its my answer that get to him instead of the triggers?
Sending to the customer problem.
This topic has been closed for replies.
I suspect you might have colliding triggers- The way to start is to look at the events on your ticket. This will show you which triggers fired off and when. Likely your trigger for Ticket Received is firing and then your Ticket Updated trigger isn't....
Sincerely,
Heather
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Hi Sebastian,
Heather's right, this could be due to your trigger configuration. You may want to check again if the correct conditions are set up within your notification triggers. It's also important to check if the comment placeholders are added to your trigger's actions. You may find this article helpful: About the Support default triggers.
Thanks Sebastian!