Can you setup comment notifications where the agent is only notified if it is from a custom?

[Christin Veach-Dixon]

Currently, our Help Desk is set up to notify agents of all comments. I would like to set it up so that the agent is only notified if the comment is from a customer, not from one of the agents responding.

Thanks in advance!  

[Mark Segall · Accepted solution]

Hi @Christin Veach-Dixon - You can do this with automation.

First, turn off comment notifications in your notification scheme so agents only get comment updates from the automation rule.

Next, create your automation:

1. TRIGGER: Issue commented
2. CONDITION (Advanced):
   1. {{comment.author}}
      Equals
      {{issue.reporter}}
3. ACTION: Send Email
   1. Recipient: Assignee

[Christin Veach-Dixon]

That will do it. Thank you Mark!