Send Email Notifications to Technicians when New Ticket is created

mmiyamoto
mmiyamoto Member Posts: 3 ✭
in Helpdesk

I am trying to figure out how to send email notifications to technicians, when a new ticket is created. We would also like to send the email notifications when a ticket is updated, as well, if that is possible. The more critical, though, is the new ticket email notification.

I have been looking in the 'ticket automation rules' area, to possibly create a rule, but am not sure if this is the right place.

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Comments

  • jconn
    jconn Member Posts: 2 ✭

    Did you ever determine a solution for this? We just switched to Atera and are having the same issue. I've been fiddling with the ticket automation rules, but email notifications are still not being sent out. I wouldn't have thought this would be such a difficult issue to resolve.

  • mmiyamoto
    mmiyamoto Member Posts: 3 ✭

    Hi JConn, as of yet we have not resolved this … hopeful someone may reply to this thread to help us out

  • jconn
    jconn Member Posts: 2 ✭

    Here's how to solve the problem. Setup a rule that triggers on New Ticket Created. I have a condition where the Ticket Property Source Equals Email. Set the Action Type to Send an Email, select your Email Template, and type in all the email addresses of your technicians like this:

    email1@company.com,email2@company.com,email3@company.com

    We only have 6 technicians so its not too bad. If you have a large amount of technicians, then you could put in a distribution group email address instead.

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