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Notify technician when a customer responds to their ticket

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
2. Then click Add Template
The Email Templates form displays
3. Enter a Template Name and Description
4. Click Add
The Email Templates form displays

5. Edit the new template as required

 You can enter the new Snippet  into the Email Subject.

6. Click Save
7. From the left hand panel click Admin
8. Then click Automation Rules
9 Click Add New Rule
The Add Rule form displays.

10. Enter the required fields:

  • Rule Name
  • Description
  • Event: This is the system event that will trigger the rule - select Ticket Contact Responded from the dropdown list
The new rule displays in the Automation Rules form
11. Click on the Rule name
The Conditions / Actions menu displays
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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