Agents getting a Notification on Customer Transition
Hello!
I have setup an approval process using the service manager so a customer can click on the button in the portal Request Approved as shown below (which is a screenshot of the issue field in the portal)
Whilst the customer can enter information when they press this button it is not required. Now the issue I get is when the customer click on this option it does not notify any of the agents. I have been looking at the automations and legacy automation and I can't see to see how I can notify when the customer transitions the issue.
I don't want to be notified if the agents transition it because 90% of the time the agents are doing this based upon a call with the customer.
The closest I got was to set a trigger based upon a Transition. Then I tried to add a User Condition user who triggered the event - is customer
This worked however it got triggered even if the agent transitioned the issue.
Any help would be appreciated :)