Email Support for Team Member Notification

I'm having a heck of a time trying to find a setting to email team members when a ticket is created and assigned to them... I can see through testing that it will email whoever opened the ticket such as our customer..but we have NO idea when a ticket is submitted unless we manually check...I really hope this is not designed this way.

  • Vaughan
    • Support/SLS MockingJay

    Hi @forthgear,

    Hope you're well?

    Looking through the code, the only time emails are sent out are under the following conditions.

    * Send a mail to the user that opened a new ticket
    * Send a mail to the main Administrator when a new ticket is submitted
    * Send emails on ticket reply (main admin & user)
    * Send a mail to a user when a update in a ticket has been submitted
    * Send a mail to an admin when a update in a ticket has been submitted (this is the admin assigned to the ticket)
    * Send a mail to a user when a ticket is closed

    But I can't see anything that sends an email when the ticket is first assigned to an admin.

    I will have to add this as a feature request for the developer to consider in an update. But i'll ask one of our SLS guys to see if he can come up with a quick solution in the meantime.

    Hope this helps

  • Hoang Ngo
    • Code Slayer

    Hi @forthgear,

    I hope you are well today.

    I can write a small code for you to sending those emails to staffs. Assume that staffs having username: staff_a,staff_b,staff_c
    Can you please let me know the logic for sending tickets to each staff?

    Best regards,

Thank NAME, for their help.

Let NAME know exactly why they deserved these points.

Gift a custom amount of points.