To notify a technician when a customer responds to a ticket, you should first create an email template.
1. From the left-hand panel click Admin |
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2. Then click Add Template |
The Email Templates form displays |
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3. Enter a Template Name and Description |
4. Click Add |
The Email Templates form displays |
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5. Edit the new template as required
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6. Click Save |
7. From the left-hand panel click Admin |
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8. Then click Automation Rules |
9 Click Add New Rule |
The Add Rule form displays. |
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10. Enter the required fields:
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The new rule displays in the Automation Rules form |
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11. Click on the Rule name |
The Conditions / Actions menu displays |
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12. Select the Action Type Send an Email to Technician |
13. Select the Related Field / Email Template Update from Customer |
14. Click Add
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