Automation for Internal Note vs Reply to Customer

[Alexey Paveliev]

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

Thanks!

[Hana Kučerová · Accepted solution]

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]

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.

[Alexey Paveliev]

Thanks!