Zendesk Notify Requester of Received Request
How does the 'Notify requester and CCs of received request' trigger work?
The 'Notify requester and CCs of received request' trigger sends an email notification to the requester and anyone copied on the ticket when a new ticket is created. This trigger activates when the ticket is created, has a status other than 'Solved', includes public comments, and the last update was made by an end user. Note that the email notification is suppressed if the ticket update does not include a public comment.
More related questions
How do I access the Triggers admin page in Zendesk?
To access the Triggers admin page in Zendesk, navigate to the Admin Center. From there, click on 'Objects and rules' in the sidebar, then select 'Business rules' followed by 'Triggers'. Finally, click on the 'Tickets' tab to view all your standard…
What are the best practices for working with standard ticket triggers in Zendesk?
When working with standard ticket triggers in Zendesk, it's important not to deactivate all triggers, as they are essential for delivering email notifications of ticket updates. If you need to alter a standard trigger, clone it first to create a…
What is a proactive ticket in Zendesk and how is the requester notified?
A proactive ticket in Zendesk is created by an agent on behalf of a requester, often to address potential issues before they arise. When a proactive ticket is created with a public comment, the requester is notified via email. This notification is…
How can I prevent requesters from receiving notifications about their own comments?
To prevent requesters from receiving notifications about their own comments, you can modify the 'Notify requester and CCs of comment update' trigger. Add the condition 'Requester | Is not | (current user)' to ensure that requesters do not receive…
How does the 'Notify assignee of comment update' trigger function?
The 'Notify assignee of comment update' trigger alerts the assigned agent when a comment is added to a ticket. This includes both public comments and private internal notes. The trigger ensures that the assignee is not the one who added the comment…
What happens when a ticket is assigned to a group in Zendesk?
When a ticket is assigned to a group in Zendesk, the 'Notify group of assignment' trigger sends an email notification to the group members. This trigger activates when the ticket is assigned to a group and not to an individual user. It ensures that…
How can I auto-assign a ticket to the first responding agent via email?
To auto-assign a ticket to the first agent who responds via email, you need to activate the 'Auto-assign to first email responding agent' trigger. This trigger assigns the ticket to the agent who updates it by responding to an email notification,…
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