New Message Alerts crippled

rogerpenn

We need New Message Alerts to go to the admin email, just like New Ticket Alerts. None of the available options are of any use if the ticket hasn't yet been assigned an agent. Many times on a ticket that is still unassigned, the submitter will update it with something that needs to be addressed. Since it hasn't yet been assigned and therefore has no department, no one gets an email. The Organization Account Manager is a laugh because that isn't even a thing (at least in 1.17). Does anyone know of a workaround for this?

KevinTheJedi

rogerpenn

Unfortunately you cannot send New Message Alerts to the Admin Email at this time. Let me clarify, you can if your Admin Email is attached to an Agent Account. All Tickets have to have a Department so you can simply set a Department’s Department Manager to the Agent you desire (Admin Panel > Agents > Departments > click on a Department > Manager).

The Organization Account Manager is a laugh because that isn't even a thing (at least in 1.17)

What do you mean by this exactly? You can set an Organization Account Manager by going to Agent Panel > Users > Organization, click an Organization, click the Name of the Organization, click the Settings tab, and set an Account Manager.

Cheers.

rogerpenn

KevinTheJedi Thank you! I understand your suggestion, but that address can't be assigned to an agent because it's already the admin email. Why the "admin" can't also be an agent using the same email I can't understand. I did find that I could set a default department, and then in that department's settings change the Recipients under "Alerts and Notices" to "Admin Email Only." Unfortunately, this still didn't seem to work when I posted a new reply to an unassigned message. But I think I'm getting closer to finding something that will work.
As far as the Organization Account Manager, I never would have guessed that after already having clicked on the the Organization, I would again have to click the name to get to the settings. That's not only counter-intuitive but unnecessary clicks, in my book. Nevertheless, now that I know the secret password 😃 it all makes more sense. I will give that method a try as well.
Thanks so much for your timely help!

KevinTheJedi

rogerpenn

You can in-fact set an Agent's email to the same as the Admin Email. Unless you have the Admin Email added as a System Email under Admin Panel > Emails > Emails. You can't use a System Email as an Agent Email as it will cause email loops. Imagine you have a system email set for fetching and an Agent with the same address as the system email. Now, when the system sends an alert to that Agent it will go to the system email, the alert will be fetched, it will create a ticket, and then send an alert again which repeats over and over.

That's not only counter-intuitive but unnecessary clicks, in my book.

Yes, I agree, it's not very intuitive. However, we are completely rewriting the software. We are calling it v2.0. v2.0 will include way more intuitive UI/UX which should address such issues. It will also be modern and fully responsive using ReactJS.

Cheers.