By default, Zendesk does not send email notifications to light agents for private comments. This is due to a system rule that only allows the 'Email user (requester)' trigger action to send notifications for private comments. If you need light agents to receive these notifications, you must create a custom trigger with specific conditions and actions.
Light agents don't receive email notifications for tickets they send to Zendesk because their emails are added as private comments. By default, Zendesk's system rule prevents email notifications for private comments from being sent to light agents….
To set up a trigger for light agents to receive email notifications, you need to create a new trigger with specific conditions and actions. First, add a new trigger and set conditions such as the ticket being created, the comment being private, and…
Yes, you can change the notification settings for light agents in Zendesk by creating a custom trigger. This involves setting conditions such as the ticket being created and the comment being private, and then adding an action to notify the…