To notify a technician when a customer responds to a ticket, you should first create an email template.
Create an Email Template
In order to notify a technician when a new ticket is created, an Email Template is required. To create an Email Template.
1. Click Admin from the left-hand panel, then click on Email Templates.
The Email Templates page will be displayed.
2. Enter a Template Name and Description, then click on Add.
The Email Templates form displays.
3. Edit the new template as required.
Note: You can enter the Snippet 
into the Email Subject, to view the client response.
Note: You can enter the Snippet into the Email Subject, to view the client response.
4. Click on Save Changes.
Create a Ticket Automation Rule
After creating the Email Template, a ticket automation rule needs to be generated.
1. Click Admin from the left-hand panel, then click Ticket Automation Rules.
The Ticket Automation Rules, page displays.
2. Click on Add New Rule.
3. Enter the required fields on the Add Rule window.
- Rule Name
- Description
- Event: This is the system event that will trigger the rule - select Ticket Contact Responded from the dropdown list
- Event: This is the system event that will trigger the rule - select Ticket Requester Responded from the dropdown list
4. Click on Add to save the rule.
The rule will appear on the Ticket Automation Rules window.
5. Select the action "Send an Email To Technician" and the desired email template, then click on Add to save the changes.
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.
