Response/Reply Question

vjp

Question about the Ticket process I might be missing.
I'd like to be able to have the system send an email to the Team (agents) when one of the agents replies to the ticket.
Example:
User A sends in ticket.
Agent A says to do blah.
At this point the User gets the reply
-But is there anyway to get the reply to be sent to the other team members (Agent B,C,etc.) as well?

The reason is that the other agents can see if the ticket has been worked (and be prepared to answer questions if they arise) without logging into the system and having to catch up with the issue.

So is there a config I'm missing or something else I can do to make this happen?

KevinTheJedi

vjp

You’re looking for the Internal Activity Alert. Make sure it’s globally enabled, make sure the intended recipients are enabled, and you should be good. The only available recipients for said alert are Last Respondent, Assigned Agent/Team, and Department Manager.

Cheers.

vjp

Seems like I did have the setting in place however, I can't get messages to the Team.
I did activate the Last Respondent box as this was blank but the Assigned Agent/Team was already checked.

What does happen currently:

Once an agent A replies to the ticket, nothing appears in Agents B,C, etc. mailboxes, but does in the user mailbox.
However once Agent B replies there's a copy of the changes showing up in the agent A/user email. Same with if Agent A replies after that AgentB/user get.

KevinTheJedi

vjp

So it’s just the first reply that doesn’t alert or all?

Cheers.

vjp

If a single agent replies we (the rest of the agents) never see the replies via email (we can see them on the website). No matter how the thread continues between the agent and the user happens.

The only time we see anything is when we (the other agents) add a post to the ticket thread.
After that we'll see the thread via email but only the agents that have participated within the ticket thread.

I just seems like the Assigned Agent/Team part isn't sending anything by default.

So ...Default actions:
User puts in ticket -> Alert rolls out there's a new ticket to the agents.
Agent A makes a comment to ticket. -> Reply goes back to user (but not the other agents) <- This is the part that's not working as far as I can tell for a reply to both Team and the User.
User replies -> Agents get the reply.