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Email notification for specific group?

Related products:Freshdesk
  • April 11, 2014
  • 1 reply
  • 19 views
L
Apprentice

Hello. 


I was wondering if there is a way to set it up so the customer is notified when their ticket is escalated to a specific group? I am getting a lot of customers who are asking us for updates when we are waiting on one group to implement their changes, and I would like to be able to send off an email to the customer saying it may be a little longer since it is going to a higher group. Basically, I would love it if this would be fired off when the ticket is assigned to that group. Is this possible? Thanks in advance.

1 reply

S
Contributor

Hi Livvie, 


An email can be sent to the customer when their ticket is assigned to a specific group by setting up an Observer rule. Here's how you set up the rule.Go to the Admin tab in your helpdesk >> Observer. 


I have attached a few screenshots for your reference  





Hope this helps !

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