Notifications when tickets are created via email

kevinazua

Hi!
When creating a case by mail, how do I notify an agent that the case has been created? Because, for example, there are alert notifications via the web when a case has been created, this email notification reaches the administrator and the assigned agent. In this case, when I receive an email by a user, I have no way of telling the user that their case has been opened or that such an agent was assigned to their case (I have filters that assign such an agent to such an email address, otherwise those that do not are registered they leave with a specific agent). So the user does not receive an answer as to what ticket number it is or if their case has been created or assigned to someone as happens via the web. If this feature is not possible, is there the possibility of autoresponders via email? example "We received your case, stay tuned"

Thanks!

KevinTheJedi

kevinazua

Of course, Admin Panel > Settings > Tickets > Autoresponder > New Ticket. You can then customize the New Ticket Auto-response template and add a variable to include the Assigned Agent's name if needed.

Reference:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html#autoresponder

Cheers.

kevinazua

KevinTheJedi The thing is that customer (client) is not receiving an alert that the ticket was created via email, how do i do that? because when a ticket is created by mail, only the alert arrives to the admin and to the one who was assigned, but the client does not see that notifications.

KevinTheJedi

kevinazua

That’s the main setting to enable. You could have the Autoresponder disabled via Ticket Filters, Email settings, Department settings, and/or Help Topic settings.

Cheers.

kevinazua

KevinTheJedi

I do have turn on the auto responder, and on for the departments

Finally no filter to block the alerts via email, so I don't get it what else could be.

Email configuration:

BTW: Sorry if its in spanish

KevinTheJedi

kevinazua

"Email settings" being the actual System Email's (that is fetching the emails) settings: Admin Panel > Emails > Emails > click on the system email fetching the emails > Account tab

Cheers.

kevinazua

KevinTheJedi
Yeah its setup correctly,

And it's not working the alerts for costumers in email.

KevinTheJedi

kevinazua

Check the Sent folder of the system email to see if they are being sent just not received. You can also send an email yourself to see if you get one.

Cheers.

kevinazua

kevinazua
Finally I got the solution as you said:

Settings -> Tickets -> Autoresponder Tab -> New Ticket : Ticket Owner (Make Sure it's Ticked)

Email -> Select Email -> Auto-Response (Should NOT be ticked for Disable for this email)

Agents -> Departments -> Select Department - > Settings -> Autoresponder Settings (Both options should be unticked)

Thanks again!