Email (internal) group/list on status change?

dylan-uia

So we have a few departments that mainly handle the tickets. But for some tickets, we need to send some relevant data to field technicians. So I have created some statuses (Truck Roll and Dispatch), with the ticket still being open, but upon selecting these statuses I would like to send an email to a predetermined group of people. Ideally...the group would be reliant on what area the ticket is for (I imagine I can add a custom field for an admin to select), and send the email to THAT list of people.

We have sales, tier 1, tier 2, and billing that handle the tickets directly. If a tier 1 or tier 2 (doesn't have to be JUST them, but typically will be) selects truck roll or dispatch, and the area is Area 51, I need to send an email to Area 51 Installers that has some information (address, names, description of problem, whatever).

Any thoughts on this? Any help is greatly appreciated, thank you so much.

KevinTheJedi

dylan-uia

Create a Ticket Filter, set whatever criteria to the Rules section (eg. Ticket Status > Contains > Truck Roll), and set the Actions to Send an Email wit the recipients being a list of emails or a group email.

Please note this will only work on Ticket creation. If they change the status after the Ticket is created the filters will not apply.

Cheers.

dylan-uia

KevinTheJedi It would need to be on status change, not creation. We may not know that we need to roll out until after some over the phone/email troubleshooting.

KevinTheJedi

dylan-uia

If the list of people you want to send the email to are Agents you can create a Team, add the relevant Agents to the Team (with alerts enabled), have the Ticket's assigned to the Team (either automatically or manually), and when an Agent changes the status have them put whatever message or content in the Internal Note field in the Status Change popup, and that should send an Internal Activity Alert to the Team (list of Agents). You will need to Enable the Internal Activity Alert for this to work (Admin Panel > Settings > Tickets > Alerts and Notices). You can also customize the Internal Activity Alert to say whatever you want and even use template variables to populate data from the Ticket.

Cheers.

dylan-uia

KevinTheJedi Alrighty. I will give that a go and see where that gets me. Thanks!

dylan-uia

KevinTheJedi This will probably serve us well for the time being. I will poke around doing something custom if we need to (maybe include texting techs as well, I am not sure). Thanks for the help!