send a notification when a note is added

Hi Robert

This feature is available from Admin —> Email Notifications —>Requester replies to Ticket. Enable the Agent Notification. Once the Requester sends a ‘Reply’ or ‘Adds a Note’, Agent will get an Email notification about this ‘Reply’ or ‘Note’

thanks and regards
Vijay

But what if a note is private and added by another agent? Generally in our case, requesters wouldn't be adding notes - they would simply be responding or replying to the ticket.

Hi Nikki

In case of private notes, the Agent, who is working on the Ticket, will get an Email about this Notes addition.

regards

vijay

Hi Vijay,

thanks for this answer.

Can i customize this Notification? Subject and content? I don't see it into email list templates

I read in english:

"Hi Alessio, Nicola added a note and wants you to have a look.."

Can I change this? Where? I need to translate it into my language (italian)

Thanks

Hi,

Any update here? How can we translate the notifications sent by mail to the agents when an internal note is added ?

Thanks,

Michaël.

Have you looked at using an Observer instead?

Yes, you can't have the same behaviour.

I'm also missing the customisation template for 'Note added to agent'(private note) email notification.

/Jeppe

Hello,

This is available under Admin -> Email notifications -> Agent notifications -> Note added to a ticket section.

Cheers!

@ITUnicorn: Did you get a chance to try out the Team Huddle? It allows you to ping an entire group of agents with contextual information.

Cheers!