Create Ticket Based Events

SmarterTrack's event-driven architecture gives system administrators the ability to be notified when an event occurs in the system. For example, a manager can use the events system to automatically receive a notification when a specific department receives a ticket.

Most commonly, system administrators and agents use this feature to receive an email notification when a ticket is created by a specific email address. Although the steps below show you how to create the most commonly used ticket event, the procedure is similar for the other ticket events.

Creating Agent-level Ticket Events
To create an agent-level ticket event that sends an email when a ticket is created by a specific email address, follow these steps:

Applies to SmarterTrack 11.x-12.x

  1. Log in to the SmarterTrack management interface as an agent.
  2. Go to Settings >> My Settings >> My Events.
  3. Click New on the content pane toolbar. This will open a dialog box with different event options.
  4. In the Name field, type a name for the event.
  5. In the Category field, select Tickets from the list.
  6. In the Type field, select Ticket Created from the list.
  7. Click OK.
  8. Click the Conditions tab and select the Customer Email checkbox.
  9. Type the customer's email address in the field.
  10. Click the Actions tab.
  11. Click Add Action.
  12. In the Action field, select Send Email from the list.
  13. Click Save.

 

Applies to SmarterTrack 6.x - 10.x

  1. Log in to the SmarterTrack management interface as an agent.
  2. Click the settings icon.
  3. Expand the My Settings folder in the navigation pane and click My Events. A list of existing events will load in the content pane.
  4. Click New on the content pane toolbar. This will open a dialog box with different event options.
  5. In the Name field, type a name for the event.
  6. In the Category field, select Tickets from the list.
  7. In the Type field, select Ticket Created from the list.
  8. Click OK.
  9. Click the Conditions tab and select the Customer Email checkbox.
  10. Type the customer's email address in the field.
  11. Click the Actions tab.
  12. Click Add Action.
  13. In the Action field, select Send Email from the list.
  14. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information please refer to the ticket events page in the SmarterTrack Online Help.

Creating System Level Ticket Events
To create a system-level ticket event that sends an email when a ticket is created by a specific email address, follow these steps:

Applies to SmarterTrack 11.x

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Go to Settings >> Configuration >> Events.
  3. Click New on the control panel toolbar. This will open a dialog box with different event options.
  4. In the Name field, type a name for the event.
  5. In the Category field, select Tickets from the list.
  6. In the Type field, select Ticket Created from the list.
  7. Click OK.
  8. Click the Conditions tab and select the Customer Email checkbox.
  9. Type the customer's email address in the field.
  10. Click the Actions tab.
  11. Click Add Action.
  12. In the Action field, select Send Email from the list.
  13. Click Save.

Applies to SmarterTrack 6.x - 10.x

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Events folders in the navigation pane and click System Events. A list of existing system events will load in the content pane.
  4. Click New on the control panel toolbar. This will open a dialog box with different event options.
  5. In the Name field, type a name for the event.
  6. In the Category field, select Tickets from the list.
  7. In the Type field, select Ticket Created from the list.
  8. Click OK.
  9. Click the Conditions tab and select the Customer Email checkbox.
  10. Type the customer's email address in the field.
  11. Click the Actions tab.
  12. Click Add Action.
  13. In the Action field, select Send Email from the list.
  14. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information please refer to the Events page in the SmarterTrack Online Help.

 

Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.

Add Feedback