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How to send the operator a notification email when a ticket is assigned to him/her?

  • Author: Lindsay - Comm100
  • Create Time: 20/05/2011 02:56:57
  • Last Update Time: 20/11/2011 22:17:48

 

Comm100 Ticket helps you better follow up the queries from your clients. You can set up an auto follow up rule to get your operator notified when a new ticket is assigned to him/her.

Once this auto follow-up rule is properly configured, the operator will be informed via email immediately when a ticket is assigned to him/her. The notification email will be automatically sent to the operator's email address. As an administrator, you can go to the Admin portal to modify the receiving email of each operator.


Step-by-Step Instructions:

Step 1. Go to Settings under the Setup tab;



Step 2. Click Auto Follow Up;

Step 3. Click New Auto Follow Up to set up a rule;

Step 4. Set a name for the auto-follow-up, fill in the general info and check Enable;



Step 5. 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 6. Uncheck Send Emails to Contacts, and select certain operators who need to be notified.




Step 7. Edit the email content;



Step 8. Save the settings.


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