Notification user when changing department or topics

StevenRoyer

Hello, We are using the ticket system mostly via email. The way we set it up is that the system is fetching all email and it makes tickets as soon as we have a new ticket. The new tickets are created in the default department (support), default topics... we have decided to not send a confirmation email (new ticket auto-response) to the creator of the ticket (the one that sent the email). We did that because the email can be junk or not relevent for a ticket. So basically we are filtering. When we see a real ticket that is "good to process", we send it to the appropriate department for exemple IT. We use the transfer ticket function. Everything is working fine so far. The problem is we want to send the a confirmation email (ticket auto-response) the the cretor of the ticket now that it has been sent to the good department. how can I do that... or should I use the help topic to do that instead, meaning the if a topic is apply to a ticket, it will send the ticket auto-reponse a that moment?? Is it possible to do that??

Thanks

KevinTheJedi

StevenRoyer

We do not send alerts to users after creation. Only new message alerts and agent replies. So you’d have to have your agents manually send a reply that their ticket was transferred, etc.

Cheers.

StevenRoyer

OK good, can I use filter that detect a department or help topic change and send an email that is a replica of the ticket auto-response?

KevinTheJedi

StevenRoyer

What you could do actually is have the Agent create a new Ticket from their message in the desired Department instead of transferring. This way it creates a new Ticket and will alert the User. On their message in the original Ticket click the arrow and select Create Ticket.

Cheers.