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
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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.
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