Hello,

we would like to send emails to customer, when they are submitting new tickets via mail.
Inside the mails there need to be dynamic text parts, so we use workflow rules + alerts.
If certain criteria matches alerts are getting sent to the customer with the customer specific text.
Problem: We trigger the workflow on ticket creation... so if a agent split a ticket the customer gets another mail. That should not be the case, how we can block this? It would be best to have a criterion to see how the ticket was created (cloned, actually new or via split). But there isnt such criterion. :(

So how we send email (with dynamic text -> so the standard notifications cannot be used) via templates ONLY if the ticket was new created and NOT splitted, cloned...?!

Regards