Create Ticket Based Events

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

SmarterTrack's event-driven architecture gives System Administrators, Managers and Agents 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:

  1. Log in to the SmarterTrack management interface as an Agent.
  2. Click Menu icon, and from the dropdown select Settings.
  3. Under the My Settings header click My Events. A list of existing events will load in the content pane.
  4. To create a new event, click the New button in the content pane toolbar. This will open the New Event modal.
  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.

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:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click the Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header click on Events.
  4. Ensure the Global tab is selected.
  5. To create a new event, click the New button in the content pane toolbar. This will open the New Event modal.
  6. In the Name field, type a name for the event.
  7. In the Category field, select Tickets from the list.
  8. In the Type field, select Ticket Created from the list.
  9. Click OK.
  10. Click the Conditions tab and select the Customer Email checkbox.
  11. Type the customer's email address in the field.
  12. Click the Actions tab.
  13. Click Add Action.
  14. In the Action field, select Send Email from the list.
  15. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional.

 

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

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