Email to User when Ticket is assigned to Agent

tejas093

Users receive an email with the ticket number when they create a ticket. However, is there a way for them to also be notified when an agent is assigned to the ticket? Currently, even when they check the ticket progress online, they don’t see who is assigned until the agent posts an update.

KevinTheJedi

tejas093

No, that's considered internal information and is not leaked to the End-User. You'd either need to add a Custom Field of type Assignee that is visible to End-Users and manually set the assignee in the Custom Field each time -or- you'd need to modify the code to your liking. When modifying the codebase you are always on your own as you are deviating from core. You will proceed at your own risk. Good luck!

Cheers.

tejas093

👍Thank You