Hello All,

Up until today for the past 18+ months, when an agent manually creates a ticket, they have not received the “Assigned Ticket” email notification. In rolling out Fresh Service, I recall setting up somewhere that if the acting agent is creating a ticket, they would not receive the “Assigned Agent” email. 

This is because 1) we have a rule to auto assign tickets to the agent creating the ticket, 2) they should know the ticket is assigned to them as they are working on it, 3) reduce unnecessary emails. If I create a ticket and close it, I have zero need to receive an email that the ticket is assigned to me; I know it is assigned to me.

I remember setting this up, but I spent today trying to figure it out before contacting support; they told me that this is not possible. I can either turn off notifications for new tickets entirely or keep it as is. They suggested to turn off “New Ticket Email Notifications”, but that just prevents the user from seeing we created a ticket.

Has anyone had any success or any ideas on a workaround for this? 

Thank you,

Leighanne

Assigned ticket e-mail is a settings in the e-mail notifications settings. Have you turned it on?
The new ticket e-mail goes to the requester and not the agent. 
You have a WFA that assigned the ticket to the agent that first acts on the ticket?

I guess to customize this you need to turn off the e-mail notifications setting and create your own WFA for agent notfications. 

in short If {{event_performer_email}} same as {{ticket.agent.email}} do nothing, if not send e-mail to agent Ticket has been assigned