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Hi, 

Can someone please explain what workflow I would use for a specific team to be notified of every/any update to a ticket - I have tried using this and it does not seem to work. I am looking for the team to be notified even when the ticket is not assigned to an agent.

 

Hi @Lal23 ,

this looks correct as far as I can see. For error handling try to add a note to the ticket before the condition so you can check if the event is triggered or not.

  1. If it gets triggered on every update the event is correct
  2. If it doesnt trigger you then should check for the condition

Hope that helps.

Best regards
Daniel

I have tested it on several tickets - the email an email is triggered when the ticket is 1s logged only, then no emails are triggered on any further updates.

@Lal23, based on the trigger you have set, it should not run when a ticket is created. One thing to take note is that the trigger based on when a ticket is updated is only triggered when ticket properties are updated. If you want it to trigger when some one adds a note (private or public) or a reply or forward is sent or received then you will have to add to those events to the trigger. To mirror @DanielRuff suggestion, create a workflow that is simply Ticket is Updated → Add Note. Set this at the very top of your workflow automators, and see if updating a ticket property field (status, priority, category, etc) causes the workflow to fire off.

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