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Notify all agents of a ticket assignment in Freshdesk


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Hi, all….  I’ve had a request from my agents to be notified via email when*any* agent has been assigned a ticket, or an agent picks up an open ticket.  Looking in the admin section for email notifications,  I don’t see this as an option...is this something that we can facilitate?   

Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person. 

Logic would be: 
If (ticket assigned to an agent) 
{Send email to all agents with subject:  
“Ticket <ticketnumber> has been assigned to <agentName>}

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Best answer by aravind.sundararajan 5 April 2023, 15:52

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Userlevel 4
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Hello @lkeyes Thanks for posting this on the Freshworks Community. We don’t have notifications for all agents when other agents get assigned on a ticket since it would be redundant for them. However, I understand your need here and I’d recommend setting up an automation rule (Ticket Update) to trigger email notifications to all agents based on the event.

 

 

 

Cheers!

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Thanks much!  

>>automation rule

Something for us to look forward to….we’ll be going on a paid plan July 1.    

Thanks -- L  

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