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How to Configure Automation to Notify CC Users When a Requester Updates a Ticket
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To notify only the CC users when a ticket is updated by the requester, you can achieve this using the Update Ticket Trigger. Kindly follow these steps:
- Navigate to the Email Notification settings.
- In the Contact tab, find the Tickets Replied By Contact event.
- Turn off this event to stop automatic notifications to CC recipients.
Please note that the ticket requester and CC will be considered as contacts. When any contact posts an update to the ticket, the Ticket Replied By Contact trigger will activate, sending an email notification to all contacts (both the requester and CC).
- Configure an update ticket trigger to send email notifications only to the CC users.
- Go to Admin > Update Ticket Triggers > Add Rule.
- Set the conditions and actions for the trigger as illustrated in the following screenshot.
When a CC user posts an update on a ticket, they are treated as requesters and will receive notifications. However, the original requester of the ticket does not get notified.
Related article
How to Run an Automation When a Ticket Event Occurs?#update-ticket-triggers
