Keep your team on track with automatic ticket response notifications. Set up an email template, implement a ticket automation rule, and let the system do the rest. Ensure your technicians are promptly updated, prevent oversights, and maintain efficiency and high service standards with this seamless notification process.

Create an email template

To notify a technician when a user responds to a ticket, start by creating a new Email template containing the message for the notification email.

To notify a technician when a contact responds to a ticket, start by creating a new Email template containing the message for the notification email.

To create a new Email template:

1. From Admin (on the side panel) go to Support and ticketing > Email templates.

The Email Templates page will appear.

2. Enter a Template Name and Description, then click Add.

The Email Templates form displays.

3. Enter the Email subject and Email body with the message the technician will receive upon ticket response. 

Note: You can select relevant fields from the Snippets list (e.g. User last comment, Ticket number, User first name) to include throughout the email subject and body.

Note: You can select relevant fields from the Snippets list (e.g. Contact last comment, Ticket number, Contact first name) to include throughout the email subject and body.

4. Click on Save Changes.

The email template is saved and appears in the dropdown menu on the Email templates page.

Create a ticket automation rule

After creating the Email template, create a ticket automation rule to activate the trigger for the notification.

To create a ticket automation rule:

1. Go to Admin > Support and ticketing > Ticket automation rules.

The Ticket Automation Rules page appears.

2. Click Add New Rule. 

The Add Rule window appears.

3.  Create your rule:

• Rule name: Give your rule a name.
• Description: Enter a clear, concise description.
• Trigger: This is the system event that will trigger the rule - select Ticket Requester Responded from the dropdown list
• Trigger: This is the system event that will trigger the rule - select Ticket Contact Responded from the dropdown list
• Ignore flow: Select 'Yes' for the rule to operate regardless of hierarchy. 
  Note: When the conditions of a rule are met and the associated action is performed, only the remaining rules with Ignore flow selected will be examined and executed (if conditions are met). 
• Active: Select 'Yes' to activate the rule.

4. Click Add.

The rule is created and visible on the Ticket Automation Rules page.

5. Enter your preferred Conditions, and enter the following Action:

• Action type: Select Send an email to technician.
• Related field/ Email template: Select the email template you created.

6. Click Add.

The ticket automation rule is activated. Now, every time one of your users responds to a ticket, the technician assigned will receive an email notification. Learn more about Ticket Automation Rules.

The ticket automation rule is activated. Now, every time one of your contacts responds to a ticket, the technician assigned will receive an email notification. Learn more about Ticket Automation Rules.