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Elizabeth23
July 29, 2019
Question

Creating tickets

  • July 29, 2019
  • 1 reply
  • 28 views

We're trying to create new tickets for end users to send them a message (like an email) but all they're getting is a notification saying their request has been received even though we've entered text in the ticket. Why are they not getting the text we send?

    1 reply

    Anonymous
    July 30, 2019

    Hello Elizabeth,

    All communication to the requester (unlike CCs) is fired by triggers. So you probably have a trigger with the condition "Ticket is Created" and the action "Email user (requester)".

    I found a similar question with answer here:
    https://support.zendesk.com/hc/en-us/community/posts/360004411587-Trigger-when-ticket-submitted-on-requester-s-behalf

    I think it can also be done with a new trigger with these conditions:

    And in your original trigger you would add the condition "Current user is (end-user)". But please test it if you want to go down that road. I think it should work, but I haven't tested it!

    With kind regards,

    Sebastiaan
    Sparkly ⭐

     

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