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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 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
    Still have a question? Contact us
    Liron Hanania

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