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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.
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 !
We've created a support ticket to investigate on the issue of emails not being triggered . Please check your inbox for emails from firstname.lastname@example.org :) Happy to help!
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