Light agent doesn't receive email notifications when sending a ticket to Zendesk

Issue symptoms

A light agent sends an email to a Zendesk support address. However, they never receive an email notification of the received request.

Resolution steps

The above behavior is expected. Zendesk adds light-agent emails to tickets as private comments. The standard Notify requester and CCs of received request trigger action Notify by > User email | Ticket > (requester and CC) doesn't go out for private comments due to a Zendesk system rule. Instead, only the Ticket > (requester) trigger action can send that email notification.

If you want to change this behavior, create a new trigger, then set the below conditions and action in that trigger.

To create the trigger

Create a new trigger

Under Meet ALL of the following conditions, add:

Object > Ticket > Ticket | Is | Created

Object > Ticket > Comment | Is | Private

Ticket details > Current user | Is not | (end-user)

Lookup relationships > Requester > Requester | Is not | (assignee)

Under Actions, add:

Other > Notify by > User email | Object > Ticket > (requester)

Enter your custom Email subject and Email body

Click Create trigger