Add trigger condition "action - closed"

We’re sending “your ticket has been closed” mails to our customers. Naturally we use the condition State - closed but this applies for every update inside a closed ticket since you can’t set a condition like Action - closed (there’s only created or changed available atm).

That’s a problem because some agents tend to close their tickets before putting every needed information in it. That creates a lot of those mails thus spamming the customer.

Current workaround including more problems
What where doing currently as a workaround is adding another condition:
Closed time - 1 minute ago

That way when 1 minute has passed after closing the ticket no more mails will be sent.
It works but it’s kinda quick & dirty + it creates another problem:

Opening a already closed ticket doesn’t seem to null the closed time so no more mail will be sent when the ticket is closed again.

Adding a Action - closed condition would handle all those problems and it should be relatively easy to implement because you just need to check for one thing:
Did the state change from ANY state except closed to closed?




i’m missing the same handling.

Our situation is the same:

Working on closed tickets is wanted and needed here.
But the customer should not get the notification for closed ticket everytime.
How to fix this?
I need this trigger to run just one time.

How do the configuration for this workaround looks like?
Can you send your trigger configuration please?
It doesn’t worked for me just adding the closed time…:confused:


Another Dirty Way that works in a similar way for me:

Create an object, f.e. boolean “closed” that per default is false for Tickets.
Create a trigger, that sets closed tickets to closed=true and sends the “your ticket was closed” Mail only, if the ticket is closed, but the “closed” object is false.

Create a trigger, that sets open, new etc. tickets to “closed=false”

disable the old if ticket = close then mail “Your Ticket was closed”


This topic was automatically closed after 416 days. New replies are no longer allowed.