Step 2: Place pixel on Agent Adds Comment to Ticket

Please Note: Any agent responses made as a public note will trigger this pixel. If an agent responds via email, it will also trigger this email template.

In order to place your pixel, please do the following:

1. Click on the Admin button (which appears as a wheel or gear).
2. Scroll down to the Workflows section.
3. Click on Email Notifications.
4. Click on Requester Notifications tab.
5. Don't worry your almost done! :)
6. Click on the Agent Adds Comment to Ticket.
7. Place your cursor at the bottom of the email where the blue question mark is above.
8. Select Insert Image icon, click on URL button and click Insert. NOTE: You will see a little blue box with a question mark (?) in it at the bottom left of the email template - this is expected behavior.
9. Make sure this notification is turned ON.
10. Click the Save button.