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E-mail agents when a ticket is resolved or closed

Related products:Freshdesk
  • May 7, 2017
  • 3 replies
  • 25 views
R
Apprentice

 Is there a way I can setup an e-mail notification to my agents when a ticket is resolved?


This will allow our agents to monitor their e-mail box to know whether or not a ticket was worked on by someone else or if it is still hanging out there.

3 replies

aravind.sundararajan
Skilled Expert
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Hello Russ, 


You can set up an Observer rule that will trigger an email to the agents whenever a ticket gets resolved. Here's how you can set up the rule :


When any of these events occur : Status is changed from Any to Resolved 


And the events are performed by : Any


On tickets with these properties : NIL 


Actions : Send email to Group -> Choose the agent group to which you would like to trigger the update


Hope this helps !


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
R
Apprentice
  • russ_15636
  • Author
  • Apprentice
  • May 8, 2017
Thanks! I have set this rule up but I am not receiving the e-mails when a ticket is changed to resolved.

 

aravind.sundararajan
Skilled Expert
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Hello Russ,


We've created a support ticket to investigate on the issue of emails not being triggered . Please check your inbox for emails from support@freshdesk.com :) Happy to help!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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