How was that ticket created?

Question Ask a question in the first person (using I/my), with a varied vocabulary and tone that matches the customer. Add any context to what may have been performed before. Answer Direct answer to the question, Yes/No answer if you can. Add explanations, reasons why or purpose. Clarify the business value or benefit to the customer. Add any instructions in bullet points. For example: To create this trigger:
Create a trigger

Under Meet ALL of the following conditions, add Ticket > Comment | Is | Public

Then add Ticket > Current user | Is | (agent)

Etc.
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How do I create a notification rule for public agent comments? Where do I build a trigger to track support request updates? How can I configure an auto-reply for public responses?
You configure a notification rule or trigger to manage public comments from a team member or support person. This setup provides clear business value by clarifying the exact actions performed on a support request.

Create a trigger.
Under Meet ALL of the following conditions, add Ticket > Comment | Is | Public.
Then add Ticket > Current user | Is | (agent).


