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How to notifiy operators via email about a new ticket/reply?

  • Author: Jenny - Comm100
  • Create Time: 06/07/2010 22:36:56
  • Last Update Time: 07/03/2014 05:58:26

 

Comm100 Ticket supports email notification on a newly ticket. Once the auto follow-up rule for new-ticket notification is properly configured, operators will be informed via email when a new ticket is submitted from email, web-to-ticket form, Live Chat or offline message.

The notification email will be automatically sent to your operator's email. 


Step-by-Step Instructions:

Receving Email Notification when a new ticket is created:

Step 1. Add at least one enabled email server into your Ticket module because all follow-up emails are sent out by email.

For how to add a POP3 mail server into your Ticket module, please click here.

For how to add a Microsoft exchange server into your Ticket module, please click here.


Step 2. Go to Settings under the Setup tab;


Step 3. Click Auto Follow Up;

Step 4. Click New Auto Follow Up to set up a rule;

Step 5. Set a name for the auto-follow-up, fill in the general info and check Enable;



Step 6. Specify the conditions when the auto-follow-up rule will be triggered;
Note: You can also add more conditions by clicking More Conditions if necessary.



Step 7. Uncheck Send Emails to Contacts, and select certain operators who need to be notified.



Step 8. Edit the email content;



Step 9. Save the settings.


Receiving Email Notification when you get a new reply:


It is useful to keep your operators up-to-date on tickets and customer issues. Whenever you get a new response in the ticket system, specific operator(s) can get notified via email depending on the rule settings.

You can also follow the similar steps above to set up rules for new-reply notification. 

Please note: you just need to change the Triggered Event to "When email is received", other settings can be the same as Receving Email Notification when a new ticket is created.

 

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