Perhaps I'm not understanding something correctly here, but is the above possible?

Here's what I've tried:

  1. No teams, but all agents added to department. All agents receive new ticket alerts, but do not receive new message alerts (only the department manager OR assigned team / agent does.)

  2. Created a team, filled with all our agents, and then set Help Topic > Auo-Assign to Team on every Topic. The opposite is true now - the agents receive new message alerts, but do not receive new ticket alerts.

How does one receive both?
One 'trick' I can think of is to create a group in Outlook and add all our agents to that group, then make that group's email address the 'Department Manager', but I would like to keep the individual agent emails if possible instead of using a group like that.

Thank you all!

EDIT:

Doing some research, I came upon this thread: https://forum.osticket.com/d/96777-new-message-alert-new-ticket-alert-for-whole-department/5

Looks like what I figured was the suggested resolution. Is there no other way of accomplishing this task?

  • KevinTheJedi replied to this.

  • KevinTheJedi

    Hi Kevin,

    Thank you for your response!

    What I ended up doing was create an email group (support@domain.com) that includes all of our agents, then created an account in osTicket with that email and set that account as the department manager. So now, when new tickets are created, each agent gets an alert, and when new messages are created the department manager (the email group) gets the alert, which subsequently alerts all agents.

    This was the most straight forward approach and it seems to be working well thus far!

    Thanks again!

      need4swede

      No, the options given in the Alert configurations are the only people you can set to receive alerts. If you want department members to receive New Message Alerts you’ll have to modify the codebase. You can alternatively use Teams as you were saying and enable the Ticket Assignment Alerts for Teams and that way once the Ticket is created and Assigned they will be notified. This can be your stand-in “New Ticket Alert” of sorts as they will be auto-assigned on creation and will receive the Assignment alert immediately.

      Cheers.

          KevinTheJedi

          Hi Kevin,

          Thank you for your response!

          What I ended up doing was create an email group (support@domain.com) that includes all of our agents, then created an account in osTicket with that email and set that account as the department manager. So now, when new tickets are created, each agent gets an alert, and when new messages are created the department manager (the email group) gets the alert, which subsequently alerts all agents.

          This was the most straight forward approach and it seems to be working well thus far!

          Thanks again!

            Write a Reply...