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Auto send out customer's email as the public comment

Anna Nguyen_zzbu72

Hi everyone,

Could you please help to check the below issue:

When the ticket status is set to Pending or Escalated if the customer reply that email, the system will auto-send out a public comment with the content that the customer has just sent

Thanks

Accepted answers

Tomislav Tobijas

Hi @Anna Nguyen ,

Just to confirm - is there an issue with this behavior or do you like to create something as described?

The thing with this is that if you have an email channel enabled, you can set reply-to address for your service project.

Basically, the process would be the following:

The ticket status is changed
The system sends out customer notification (you need to have this enabled)
Customer replies to the notification email
Email content is added as a public comment

Hope this helps.

Cheers,
Tobi

All comments

Tomislav Tobijas

Hi @Anna Nguyen ,

Just to confirm - is there an issue with this behavior or do you like to create something as described?

The thing with this is that if you have an email channel enabled, you can set reply-to address for your service project.

Basically, the process would be the following:

The ticket status is changed
The system sends out customer notification (you need to have this enabled)
Customer replies to the notification email
Email content is added as a public comment

Hope this helps.

Cheers,
Tobi

Anna Nguyen_zzbu72

It's not my issue at all

My issue is that I can send the public comment to the customer, but after sending out the public comment and set the status is Pending or Escalated

Then the customer replies my public comment email, the system will auto send out the second public comment which has the same email content that customer has just sent

Marc -Devoteam-

Hi @Anna Nguyen

In the issue history, is there any information how this is sent?

Or check the automation section on the issue, is another rule causing this?

Tomislav Tobijas

Ah got it. Thanks for explaining.

If you would navigate to Project settings > Notifications > Customer notifications and check Public comment added notification > is option "Exclude person who cause the action" selected?

I've just tested this and it seems that if I reply (via email) to a system notification I won't get this public comment notification if I'm the one who added the comment.

Anna Nguyen_zzbu72

Hi @Marc -Devoteam-

In the issue history, there's no information about how it sent, it just recorded the public comment notifications that were sent intentionally from us

Recently I just changed a little bit about this automation rule "When a customer comments on a pending ticket -> then reopen the request" Screenshot 2025-05-02 at 15.59.26.png

Anna Nguyen_zzbu72

This way works for me, thanks for your instruction

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