Implemented
E-mail agents when a ticket is resolved or closed
Aravind Sundararajan
said
over 3 years ago
Hello Russ,
You can set up an Observer rule that will trigger an email to the agents whenever a ticket gets resolved. Here's how you can set up the rule :
When any of these events occur : Status is changed from Any to Resolved
And the events are performed by : Any
On tickets with these properties : NIL
Actions : Send email to Group -> Choose the agent group to which you would like to trigger the update
Hope this helps !
Cheers!
Thanks! I have set this rule up but I am not receiving the e-mails when a ticket is changed to resolved.
Aravind Sundararajan
said
over 3 years ago
Hello Russ,
We've created a support ticket to investigate on the issue of emails not being triggered . Please check your inbox for emails from support@freshdesk.com :) Happy to help!
Russ Finkle
Is there a way I can setup an e-mail notification to my agents when a ticket is resolved?
This will allow our agents to monitor their e-mail box to know whether or not a ticket was worked on by someone else or if it is still hanging out there.
1 person likes this idea