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agent receives email after broadcasted message for ticket linked to tracker

Related products:Freshdesk
  • November 8, 2017
  • 2 replies
  • 33 views
J
Contributor

Currently, when a ticket is linked to a tracker, and a message is broadcasted, the message is appended to all tickets that are linked to that tracker.


Additionally, an email with the broadcasted message is sent to assigned agents, but only for cases that are open.  


we would like these emails to also be sent to agents on closed tickets that are linked to trackers.


This is a very important feature for my organiztion





2 replies

C
Contributor
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  • ctallant
  • Contributor
  • June 21, 2018

I'm testing this, and I am not even getting the email notification on open linked tickets.  I only received a notification for the tracker ticket.

aravind.sundararajan
Skilled Expert
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@JayBee: The broadcast message should trigger an email notification to the respective agents irrespective of the ticket status. Is it still not working as expected in your account?


@Chris Not sure of the reason on why you weren't receiving the emails. Expect for the agent who adds the broadcast message, the agents working on the related tickets should definitely get an email notifications with the broadcasted message content. There are no errors reported with the Linked tickets as such and I guess this might have to do something with the delivery of emails to your domain. If you're still facing issues with emails, please drop us a note here and I'll have one of our best consultants to help you out.


Cheers!

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