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

Edited

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!  

1 answer

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Answer accepted
Mark Segall Community Leader Sep 13, 2022

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

That will do it. Thank you Mark! 

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