Notification not triggered for agent on email reply comments

[mania]

Hi,

We are currently facing an issue where the system is not sending notification emails to agents when a user adds comments via email reply, even though the comment is successfully getting updated on the ticket.

To address this, I have implemented the following:

• Created a custom event.

• Configured a notification triggered by that event.

• Invoked the event through an inbound action when the user replies via email.

If the “Send to event creator” option is not selected, will the notification still be send to the assigned agent (i.e., the responsible user of the ticket)?

Could you please help clarify this behavior and suggest if any additional configuration is required to ensure the agent receives the notification?

Thanks in advance for your support.

[Ankur Bawiskar]

@mania 

This should happen OOTB.

this OOTB email when comments changes should send email to agent and it will include email body as well

1) when someone replies to email, the comments get updated with the email body in INC comments

2) comments changes and the OOTB notification triggers and shows the latest comments

is that not happening?

This OOTB inbound action does the work for you

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[mania]

Thanks for your response.

Yes, the OOTB behavior is working as expected — when a user replies via email:

• The inbound action updates the Comments field with the email body.
• The OOTB notification gets triggered and sends the latest comment details.

However, our requirement is slightly different:

• The comments notification should be sent to the Caller and Watchlist, so we deactivated the OOTB notification and implemented a custom notification as per our requirement.
• Additionally, we have another requirement where a separate notification should be sent only to the Assigned To (agent) when a user replies via email.

Configuration details:

• One custom notification → sends to Caller + Watchlist (working as expected).
• Another custom notification → intended to send only to Assigned To (agent) with a different email body (informational update for the agent).

• Created a custom event and triggered it from an inbound action using:

  gs.eventQueue("ticket.customer.reply.receive", current, email.origemail, email.body_text);

When a user replies via email, the comment is correctly updated in the ticket; however, the notification email is not being sent to the assigned agent as expected.

Could you please help identify what might be missing in this setup or suggest the correct approach for this scenario?

Thanks in advance!

[Ankur Bawiskar]

@mania 

your config is somewhat wrong

BR script can't have access to email object so it's breaking there

[mania]

@Ankur Bawiskar 

I not using BR script, using inbound script

Thanks!