Generate emails whenever ticket assigned or ticket updated
Question asked by Adil Hijazi - February 3, 2015 at 7:24 AM
Answered
Hi,
We are using SmarterTrack Enterprise 7.4. We need to be able to send emails to our agents whenever a ticket is assigned or whenever there is an update in a ticket's status e.g. adding a comment, or reply all, or resolution etc. Have tried consulting the relevant documentation but cannot figure out. Any help would be appreciated.
Adil

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Andrea Rogers Replied
Employee Post
Hi Adil,

To accomplish this you'll want to use the events system. You can create an event that will send an email to the assigned agent every time the user responds to the ticket, a comment is added, etc. To start, take a look at the KB article, Create Ticket Based Events. This will give you the general idea of how to begin using the events system, and you can customize the steps and conditions of the event based on your needs. 
 
I hope this helps! Let me know if you have any questions.

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

0
Hi,
Part of the question has been answered by you. However when a new ticket is created and email address(es) are specified in the To field or Cc or Bcc fields, no emails are being sent to the target users. Also when a reply or reply all is done, no emails are being sent. Is there a setting for emails to be sent on these occasions?
0
Andrea Rogers Replied
Employee Post
Adil,
 
Please let me know the details of the events that you have set up. How many are configured regarding tickets? What are the conditions and actions?  
 
You mentioned when a reply or reply all is done no emails are being sent. Are you referring to the agent replying to the ticket or the end user? Please let me know what you would like to trigger the event (e.g., when a new ticket is created, when an agent replies to a ticket, when a user response is sent from a specific email address, etc)

Thank you.

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

1
Andrea Rogers Replied
Employee Post
Adil,
 
Follow these steps when creating your event for new tickets. Keep in mind, these may need to be slightly adjusted, depending on how much customization you need.
 
Go to Settings > Configuration > Events > New. For Category, choose Tickets. For Type, choose Ticket Created
 
On the Conditions tab, you'll want to add any conditions to make this custom to your needs. If a notification email should be sent to the assigned agent for ANY new ticket, you can leave the conditions as is. 
 
On the Actions tab, choose Add Action. For the action, choose Use Default Notification Profile for User (once per item). This will send the email to the assigned agent of the ticket (the agent must have a default notification profile configured for this to work). Customize the text as you wish.
 
The steps above will send a notification to an agent any time he/she receives a new ticket in their queue. To get the same notification email when tickets are replied to, create a new event and repeat these steps. The only difference needed is to choose a Type of Ticket Message Received instead of Ticket Created. 
 
For descriptions on what each condition and action is for, please check out the Ticket Events Help doc. If you need further assistance on creating your events, it may be best to reach out to our sales team by email for direct one-on-one assistance.
 
Hope this helps! 

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

0
Hi Andrea
 
I am using SmarterTrack Enterprise 11 and since the upgrade of the software, some events have stopped working.
 
I am trying to setup this exact notification however it doesn't seem to be working.
 
The steps I have taken so far are:
 
1. Setup the Default notification profile to send emails to my email address inc reminders
2. Created an event based on Tickets Transferred event type and left all conditions unticked
3. Created an action "Use my notification profile (once per item)"
4. Tested transferring ticket to me from another agent to me
5. No notification via email
 
Any assistance would be appreciated.

Regards
 
0
Did this get any further?
So far I can send an email to people advising a ticket has been created,
 
What I need is when tickets leave queue, no round Robin, tickets get taken by agent, three agents need to know ticket has been taken via an email.
 
Next the acting agent and perhaps manager need to see actions go by.
 
I can't get a handle on how individual Notification profiles are assigned. Under events we can create notification profiles, how does one of these become the user default notification profile which required by above instructions?
 
Regards
Nick

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