I have a few different help topics and was wondering if there was a way to have a different "new ticket alert" sent depending on which help topic was picked in ticket creation?
JamesSimonson
To make different alerts you need different Email Template Sets (Admin Panel > Emails > Templates). The way you use those Template Sets is via individual Department configurations (Admin Panel > Agents > Departments > click one > Outgoing Email Settings > Template Set). So you need to create individual Template Sets modified how you want them. Then create Departments for each Template Set and configure its Template Set accordingly. Then configure each Help Topic to have the needed Department (Admin Panel > Manage > Help Topics > click one > New Ticket Options > Department).
References
Cheers.
