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Email customer when a ticket is assigned to an agent
Question asked by Scott Edwards - April 11, 2016 at 6:02 PM
Answered
Hi Guys,
 
I would like to be able to auto email a customer when the ticket they have submitted is assigned to an agent.
 
Is this possible.

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Matthew Kides Replied
April 13, 2016 at 8:55 AM
Employee Post
Hello Scott,
 
You can set an auto-responder message for a department that will fire when a ticket is created. For what you seem to want to do though, you can create a system event that can send a reply to a ticket when it is transferred. There is a good set of conditions that can be set for this too including something like only firing the event if the previous owner was the queue. Hope this helps.
 
Regards,
Matthew Kides
Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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