Zendesk Tickets: Don't email the requester when the requester comments

  • 1
  • Idea
  • Updated 10 months ago
  • Implemented
This is a small, silly thing, but in Gainsight's support site, when I comment on a Ticket I own, I get an email with my comment. That's only useful if someone else has commented on it.

In our own Zendesk instance, I have a Trigger set up that will only email a comment to the ticket requester if "Current User is not Requester"
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Seth, Employee

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Posted 10 months ago

  • 1
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Seth, Employee

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Also, while we're on the topic:

It's slightly bothersome that the subject like of the "Your ticket has been resolved" email is the exact subject line of the original support request. This is different than the subject line of the emails that I've been sent throughout the conversation, so Gmail threads it with my original email into support@gainsight.com, instead of displaying it in-line with all the interaction I've had with the support agent.
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Mandy Major, Employee

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Hi Seth, thanks for raising this! I've looked into this, and corrected it on our end.  Please let me know if you are still seeing issues with this on your next ticket close.
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Lila Meyer, Official Rep

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Thanks for the feedback, Seth. I'll forward your comments to our support team who manages our Zendesk instance.
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Seth, Employee

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Much appreciated, Lila!
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Mandy Major, Employee

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I've done some testing on my end, and can not see where notification emails are being sent for tickets where the requester comments.  I'll send you an email so you can forward me over what you are seeing on your end.