Email send to comment writer

TSS, CityU Library shared this question 25 days ago
Answered

When our agent leave a comment on a ticket, email will be sent to all subscribed users on that ticket, except the one who leave the comment.


Is it possible to send the email to the person who leave a comment as well? It is because we may want to keep an email backup for that ticket in some circumstances.


I tried to create a trigger in Automation Rules with "Event: Comment is Created", but I can't any "Comment: writer (or similar)" in Conditions.


I also tried to click the "Forward" button to forward the ticket to the responsible agent after he left a comment, but no email sent to that agent too. Maybe it is because he is already subscribed to that ticket.


Is there any possible solution about this?


Thank you.

Comments (5)

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1

Hello,

there is no such possibility to send a notification to the author of the comment.

Please describe your use case in more details why you need such solution.

By the way all comments left by the agent could be found in his profile in agent interface.

Look forward to hear your thoughts.

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Hello,

For our system, user's ticket is set to private and public user cannot read their question.

Sometime we need to send an email to other departments, and we need to quote the user's questions in UseResponse. It seems strange to create a UseResponse account for other departments, and they have no idea to login the system to read the ticket.

In this case, we want to get the latest email after an agent reply a ticket, so that we can show the question and response in email, and send the information to the departments via email.

That would be a great help for us if such function could be implemented.

Thanks.

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Hello,

if you want to send a ticket to another department or a certain user who hasn't agent permissions in your community, you can use Forward option.

Please open the ticket in agent interface and click Forward button at the bottom of the page, enter user's email you want to send the email and hit Submit.

This user will be added to ticket's sharing list automatically and get email notification with the ticket and all discussions in it.

Please let us know if this solution works for you.

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Hi,

Thanks for your comments.

How about if we want to add some notes on the ticket to the departments?

When we forward the ticket to them, a user account (without password) will be created automatically, and they will get the ticket URL with access_key in the email. If we "Add a Note" on the ticket, since it is only visible for agents, they can't read the notes as well. If we "Leave a Comment", the user (Author) will read the comment too.

Do you have any suggestions for this?

Thank you.

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Hi,

actually the ticket is designed to preserve private conversation between a requester and support team.

If you want to share the conversation with a third party, you add it to CC manually or by forwarding the ticket. A requester can also add other trusted users to sharing list.

To my mind it would break some privacy rules if agent notes becomes visible for all third party users.

So at the moment you can just forward the ticket to another department and all further discussions will be public comments in the ticket. In case you don't want a requester to see your discussions with a third party, just create a separate ticket for this purpose.

By the way your initial question is a bit different from your latest replies.

Please let me know if everything is clear or you have more questions.