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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