Email notifications to requester



Our helpdesk system is able to send email notification to the requester when a ticket is created but when there’s an update, it will send an email but without the update message.
Can you check please?




Hello, @Ndy

If you want to include a new comment that was added in a ticket, please check the trigger responsible for sending notifications to requesters on this. “Execute when” should be set on “Comment has been created” and the body of a message to be sent should contain {{snippet:PublicComments}} as in a standard trigger “Notification: Requester - Public comment created”:

But maybe you want to include other information in the update message?


Thanks for the reply.