Workflow: Forward notifications to an external email address on ticket updates

This workflow shows how to forward notifications to an end user on ticket updates with lookup relationship fields and triggers.

While email targets provide a straightforward way to notify an external address, a lookup relationship field combined with a user object offers flexibility and customization options for the email. For example, you can set a subject line that is relevant to the specific ticket to add context. This approach also lets you choose the recipient for each ticket, unlike email targets which require a fixed address.

The workflow includes the steps below:

Step 1: Create the ticket field and configure it

Step 2: Add the ticket field to a ticket form

Step 3: Set up the trigger

Step 4: Train your agents

Step 1: Create the ticket field

This ticket field links to the user custom object and returns the user email address.

In Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields

Click Add field

Select Lookup relationship field

In the Display name field, enter Forwarding address

In the Select a related object dropdown, select User

In the Set filter section under Meet ALL of the following conditions, add the condition: Role | Is | End user

Click Save

Step 2: Add the ticket field to a ticket form

In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms

Click the form you want to edit

In the Available ticket fields panel, click the plus icon (+) to add the ticket field to the form

Drag the ticket fields to reorder

Click Save

Step 3: Set up the trigger

Create a trigger that sends the email notification to the user.

Create a trigger

Under Meet ALL the following conditions, add these conditions:

Ticket > Ticket | Is | Updated

Ticket > Tags | Contains at least one of the following | your_tag

Under Actions, add:

Other > Notify by > User email | Object > Lookup relationships > Forwarding address
Email subject | Enter your custom subject line
Email body | Enter your custom message

Click Create trigger

Step 4: Train your agents

The lookup relationship field appears in the agent interface. Agents can search for end users by name or email address.

You can also use the forwarding address field when you create business rules for tickets.