Email customer when a ticket is assigned to an agent
Question asked by Scott Edwards - 4/11/2016 at 6:02 PM
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.

2 Replies

Reply to Thread
Employee Replied
Employee Post Marked As Answer
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.
Nicholas Kirlew Replied
Yes, this is something I spent 4 good hours on today but so far no joy, seems to be something weird in the email addresses in the event email to.
The requirement is all tickets are in the queue, an Agent clicks take, an event sends an email to all agents advising that this has happened.

Reply to Thread