Answered

Are all group members notified when a customer replies non-agent-assigned ticket?

If a ticket is not assigned to any specific agent but already assigned to a group, what is the Fresdesk's behavior when a customer responds to the ticket? Does every agent (in the group) get a notification e-mail about the reply? If it doesn't, I would really like to see such a behavior.


Ville


Best Answer

Hi Thierry


You could use Admin > Observer rule and create a new rule, where any Ticket, Assigned a Group + When Requester adds a REPLY or ADD NOTE, then notify the Group, with an Email.


regards
Vijay


Hi Ville

In such a scenario, no Agents gets a notification, but we're working on another Automation feature for such a use case, where any kind of update (Customizable) happens on the Ticket, any Agent or Group can be notified

Might take sometime, but its in plan

regards
Vijay

Hi Vijay,


Any news regarding the notification to Agents for any kind of update in a ticket.


For us it would be nice to use such a thing when for example 2 tickets are merged or another agent updates a tickets.


Regards

Thierry

Hi Thierry


You could use Admin > Observer rule and create a new rule, where any Ticket, Assigned a Group + When Requester adds a REPLY or ADD NOTE, then notify the Group, with an Email.


regards
Vijay

Answer

Hi Thierry


You could use Admin > Observer rule and create a new rule, where any Ticket, Assigned a Group + When Requester adds a REPLY or ADD NOTE, then notify the Group, with an Email.


regards
Vijay

Thanks for the tip.


I'll try it right now.


Cheers

Thierry