Custom emails to teams based on filters?

ealtman

This is a question regarding v1.18.2.
Many of our tickets come in via emails send by individuals. The only rule for routing these are to assign them to me, and I login and assign them to the proper team.
I'd like to designate a small team of people to take care of this reassignment and add a filter action send them an email with "NEEDS ASSIGNMENT" in the subject line.
How can I do this? I don't see a way to customize emails to use as filter actions. Can I add tokens to the "Send an email" action that is available in the Filter Actions?

Thanks,
Elizabeth

KevinTheJedi

ealtman

Can you further explain? Can you not simply use the Send an Email action and put the needed email addresses in the Recipients field?

Cheers.

ealtman

KevinTheJedi
That would be one way, to use individuals rather than a team.
More importantly though, I'd like to make the Subject line something like:

PLEASE ASSIGN: %{ticket.subject}

So they know the difference between a ticket actually assigned to them and one that needs assignment. I'd like to do that instead of assigning it to an individual.

Thanks!
Elizabeth

KevinTheJedi

ealtman

I think you should create a Department for this purpose instead. Then instead of sending an email via the filter you directly set the Department via the filter. Then you can create a new template set and set it as the department’s template set. Then you can customize the new ticket alert for the template set to word it whatever you want. Then the department members can do the work of assigning to the needed agents/teams and transferring to the intended department.

Cheers.

KevinTheJedi

ealtman

Or if you really need a team for this then still create template sets per each department so you can customize the Ticket Assignment Alert for each template set to say it needs assignment. Then in the filter you can assign to the team.

Cheers.