Email Technician if Customer updates a Ticket
Hi - is there a condition on the Automation Rules that could alert the assigned Technician if/when the und user updates the Open Ticket in the portal?
E.g Hi <technician> how are you getting on with my request?
We're just starting out with this and looking into all options.
Thanks
Comments
-
Hello @NJS_FCL,
I hope you are doing well.
The easiest way to achieve this is by making a ticket automation rule with the Ticket Contact/User Responded trigger.
Then add an action with Sent and Email to Technician, and select a template that you wish your technician to receive. In the template, you can also use the Contact Last Comment snippet, this snippet will display the last comment sent by a contact/user on a ticket. There must be a technician assigned on a ticket for this setup to work.
I hope this helps.
2 -
Ah thanks, it was the trigger type is was missing.
1
Topics
- All Topics
- 37 Getting started
- 21 Read before posting
- 8 Meet and greet
- 193 General
- 54 News and announcements
- Roadmap updates
- 54 Resources
- 8 Knowledge Base
- 8 Webinars
- 1 Shared Script Library
- 1 Blog
- 10 Pro Tips
- 25 Got an idea?
- 112 Remote Monitoring and Management
- 74 Remote Monitoring
- 23 Patch Management
- 78 Professional Services Automation
- 46 Helpdesk
- 15 Billing
- 16 Reporting
- 28 Integrations & add-ons
- 16 Integrations
- 9 Add-ons
- 79 Scripting and automations
- 48 Scripts
- 25 Automations