Configuring Zendesk notifications for follow-ups

Question

When I create follow-up for a closed ticket and send a public comment, the user receives a Received request notification, instead of Comment Update notification.

I assume the problem is in the conditions. I'm sending screenshots of how both notifications are set.

How to update the conditions to send a Comment Update notification instead Received request notification when an agent sends a public comment via a follow-up?

Answer 1

First, to disable triggering the received request trigger, add the following condition to the received request trigger:

Update via is not closed ticket

After saving, clone the received request trigger and change the previous condition in the cloned trigger to

Update via is closed ticket

This cloned trigger is what you use to notify the end user of an update to a follow up ticket. However, the Ticket is created condition has to remain because technically this is a new ticket, not an update. You can change the title and notification content as you wish.