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

  • 16 September 2012
  • 5 replies
  • 31 views
V
Rank

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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5 replies

V
Rank
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
T
Rank

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
Rank

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
Rank

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
Rank

Thanks for the tip.


I'll try it right now.


Cheers

Thierry

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