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Automation for Internal Note vs Reply to Customer

We have an automation rule to send out emails to whom it may concern including the reporter (aka Customer) upon certain events including comments.

We need a way to make this happen differently for an internal note and a reply to the customer.

I was not able to find a condition for Issue Commented event to check for anything related to the comment including whether it's a customer facing or internal.

Please advise



1 answer

1 accepted

1 vote
Answer accepted
Hana Kučerová Community Leader Nov 19, 2020

Hi @Alexey Paveliev ,

I believe the template Re-open issue if customer comments on a closed issue could help you - you should be able to use User condition - Initiator is a customer.

Hana Kučerová Community Leader Nov 19, 2020

Sorry, I didn't understand you right probably. I thought you want to distinguish between comments made by customer or your team.

But now I believe you want to distinguish between internal and public comment. In that case usage of Compare condition: {{comment.internal}} = false/true should work for you.

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