How to email agent when a ticket is created and assigned to them

jwams

Hi all.

I've been trying to get the feature working where emails are sent to an agent when a ticket is created and assigned to them.

(Emails work when "tasks" are assigned to them, messages, etc)

Under Settings > Tickets > Alerts and Notices > "New Ticket Alert"

I don't see an option for "Assigned Agent" and the other categories don't seem to work - for example "New Internal Activity Alert" which DOES have a "Assigned Agent / Team" option.

The way that I'm assigning the ticket is clicking "New ticket" and then under the "Assign To:" dropdown selecting the agent I want the ticket assigned to.

Am I missing an option to enable this feature? Thanks in advance!

KevinTheJedi

jwams

You are looking for Admin Panel > Settings > Tickets > Alerts & Notices > Ticket Assignment Alert.

Cheers.

jwams

Ah Interesting I do have that enabled but no luck. Likely something to do with my other stuff I suppose.

Definitely weird though, it'll work when I assign the ticket to a team but not the individual agent.

I don't receive any "fail to send" errors in the dashboard and I have the logs set to DEBUG.

Thanks Kevin, sorry about the wrong tag.

jwams

If I go under Admin Panel > Manage > Help Topics > General Inquiry (For example) > New Ticket Options

I notice that Department is set to "- System Default -" and Auto-Assign is set to "- Unassigned -"

Could the auto assigned department stop the system from emailing the assigned agent?

KevinTheJedi

jwams

No that shouldn’t matter; unless the department recipients is set to “none”. Is the Agent being assigned the same Agent creating the Ticket? If so it will not alert as they created it themselves.

Cheers.

jwams

Ah that was exactly it.

I was testing it with my own account and assigning them to myself.

Thanks for the help Kevin!