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,
    Hoang

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