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Are all group members notified when a customer replies non-agent-assigned ticket?

  • September 16, 2012
  • 5 replies
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V
Contributor
  • ville
  • Contributor
  • 10 replies

If a ticket is not assigned to any specific agent but already assigned to a group, what is the Fresdesk's behavior when a customer responds to the ticket? Does every agent (in the group) get a notification e-mail about the reply? If it doesn't, I would really like to see such a behavior.


Ville

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      cherif25024
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    5 replies

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    • vijay.shankar
    • Contributor
    • 603 replies
    • September 18, 2012
    Hi Ville

    In such a scenario, no Agents gets a notification, but we're working on another Automation feature for such a use case, where any kind of update (Customizable) happens on the Ticket, any Agent or Group can be notified

    Might take sometime, but its in plan

    regards
    Vijay
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    Community Debut
    • thierrya
    • Community Debut
    • 2 replies
    • June 8, 2014

    Hi Vijay,


    Any news regarding the notification to Agents for any kind of update in a ticket.


    For us it would be nice to use such a thing when for example 2 tickets are merged or another agent updates a tickets.


    Regards

    Thierry

    V
    Contributor

    Hi Thierry


    You could use Admin > Observer rule and create a new rule, where any Ticket, Assigned a Group + When Requester adds a REPLY or ADD NOTE, then notify the Group, with an Email.


    regards
    Vijay

    V
    Contributor

    Hi Thierry


    You could use Admin > Observer rule and create a new rule, where any Ticket, Assigned a Group + When Requester adds a REPLY or ADD NOTE, then notify the Group, with an Email.


    regards
    Vijay

    T
    Community Debut
    • thierrya
    • Community Debut
    • 2 replies
    • June 8, 2014

    Thanks for the tip.


    I'll try it right now.


    Cheers

    Thierry

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