Customers might receive blank emails from ticket updates if a trigger is set to send notifications without checking for a public comment. This happens when the trigger doesn't include a condition to verify if a comment is present before sending the email.
To resolve this, you need to adjust the trigger settings. Locate the trigger by searching for the Email notification event in the ticket's events. Once found, add a condition to the trigger to ensure it only fires when a comment is present. Specifically, add the condition: Object > Ticket > Comment | Is | Present, and requester can see the comment. For more detailed instructions, refer to the originalZendesk help article.
To stop sending blank email notifications, ensure your triggers are set to only send emails when a public comment is present. This involves modifying the trigger conditions. First, identify the trigger responsible by checking the Email notification…
If email notifications remain blank even after adding a public comment, your trigger might be missing a necessary placeholder in the email body. Ensure that placeholders like {{ticket.comments_formatted}} are included in the Email body under…
To find the trigger causing blank email notifications, search for the Email notification event in the ticket's events. This event will link you to the trigger responsible for sending the email. Once you locate the trigger, you can adjust its…