Workflow: Notify the customer when a ticket is solved

Triggers let you set up notifications. To notify users when their ticket is solved, create a new trigger to send a notification when a ticket status changes to solved. Then, update any trigger that sends notifications when a ticket is updated to prevent duplicate emails. This tutorial explains how to set this up.

Tip: Consider how this new notification fits in with your other notifications before you build this workflow. You can also automatically notify users when a ticket is solved through email or messaging.

The workflow includes the steps below:

Step 1: Create the trigger

Step 2: Avoid duplicate emails

Step 1: Create the trigger

Create a new trigger

In the trigger, under Meet ALL of the following conditions, add these conditions: Object > Ticket > Status category | Changed to | Solved, Object > Ticket > Comment | Is | Public, and Ticket details > Current user | Is | (agent)

Under Actions, add Other > Notify by > User email | Object > Ticket > (requester). In Email subject, enter your custom subject line. In Email body, enter your custom message.

Click Create trigger

Step 2: Avoid duplicate emails

To avoid duplicate emails, update your triggers:

Open the Triggers page and open any trigger that notifies the requester of any comment update, for example, the Notify requester and CCs of comment update standard trigger

Under Meet ALL of the following conditions, add: Object > Ticket > Ticket status | Not changed to | Solved

Click Save

Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Ticket status for the trigger setup described in Step 1.