Ticket Alert

Peterl

If I receive a new ticket and set the system to auto assign the ticket how can I set it to auto email the agent to get a notification of the new ticket?

KevinTheJedi

Peterl

Admin Panel > Settings > Tickets > Alerts and Notices, enable Ticket Assignment Alert, configure recipients, and save changes.

Cheers.

Peterl

Thanks Kevin, all is correct except I cant see an option to configure recipient ?

KevinTheJedi

Peterl

This is what I mean:

Cheers.

Peterl

Hi Kevin,
I already have it selected correctly

The tickets are auto assigned correctly also but it did not email me (the agent) notification, it did email the user notification.

Peterl

Here is the settings page already done correctly

KevinTheJedi

Peterl

Make sure the agent has notifications enabled for the Department.

Cheers.

Peterl

This is already selected

I cant find anywhere that says Notifications for the department after looking for 15 mins

Peterl

I tried some more options here are the results

When I email to the helpdesk email address the system does create a ticket and send a notification to the administrator.

When I use the ticket portal and create a ticket then it does not email a notification.

In both Cases it does not auto assign the ticket to a agent.

ntozier

Peterl When I use the ticket portal and create a ticket then it does not email a notification.

does not send the notification to who?
The User it was opened for? Other Agents? Both?

Peterl From the above when I manually assign the ticket to an agent it does not send a notification to the agent?

Correct. If when making a ticket you assign it to someone it does not generate a notification

Peterl

From the above when I manually assign the ticket to an agent it does not send a notification to the agent?

Peterl

The notification is not being sent to the agent..
The person who opened it did get the notification

Peterl

so the only way the agent would know they have a notification is to login

Daedalus01

Do you have the auto-assign selected for the correct Team or Agent under the help topic?