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Message template is not getting triggered

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edited Sep 21, 2020 1:13PM in Agent Desktop 4 comments

Summary

Message template is not getting triggered based on the case section and condition instead default template is getting triggered

Content

Hi Team,

Whenever a ticket is raised from the customer portal the acknowledgement mail with  custom message template based on a case condition needs to be triggered to the user. For this I have created a custom message template included case section and required condition in it. 

While testing the result with the same condition then user is  getting acknowledgement mail with the default message template only but not the customized one.

Please help me to handle this issue and kindly let me know if i am missing anything in this process

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