Want email sent to staff when new ticket opened.

sknoll

clean install of osticket - working great and we love it!

when someone opens a ticket an email is sent to the person who opened the ticket.

i want our staff (distribution group) to receive an email EVERYTIME a new ticket is opened.

ive pored through the options and thought i had it setup however its not working. i know my smtp is correct since users opening tickets are notified.

is it even possible or am i overlooking something?

thanks!!

ntozier

We don't use the feature the way you are trying, but I imagine that it would be something like:

Try going to Admin panel -> Settings

Under " Alerts & Notices"

Make sure that "New Ticket Alert:" is enabled.

Then check the roles you want to receive email.

Personally we have "admin email" and "department manager" checked.

The default department email address is actually a mailing list that we use for support inquires. So all alerts get sent to that list so all staff are alerted to the fact that there is a new ticket. (I do not get dupe emails, and my personal email address is specified in the sites "admin email".

Hope that helps, or gives you an idea how to work around your issue. :)

altjx

We don't use the feature the way you are trying, but I imagine that it would be something like:
Try going to Admin panel -> Settings
Under " Alerts & Notices"
Make sure that "New Ticket Alert:" is enabled.
Then check the roles you want to receive email.
Personally we have "admin email" and "department manager" checked.
The default department email address is actually a mailing list that we use for support inquires. So all alerts get sent to that list so all staff are alerted to the fact that there is a new ticket. (I do not get dupe emails, and my personal email address is specified in the sites "admin email".
Hope that helps, or gives you an idea how to work around your issue. :)

I'm having this same problem (resuming from here since it seems original post is solved). If I go to the customer's side and open a ticket, the staff gets an email. If I create it through the Staff panel, I get no alert but the customer does. Everything under Alerts & notifications is enabled... Any idea? I get the alert if I open a new ticket in staff panel and DON'T assign it to a staff. But if I assign it to a staff on new ticket, no email.

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itr

Did you ever figure this out?

altjx

Did you ever figure this out?

Nope, I stopped using this product.

djs11

This is something that i've been trying to work as well. I've just tested it and your right if a ticket is created internally by staff there is no auto response to the rest of the staff members.

If it's created from the web front end there is.

Such a shame as we do not expose the web front end to our customers, we received email and calls which get put into the system.

An email to all staff in the department would help hugely.

I guess one option would be to create the tickets using the web front end then move into the system to follow up with that ticket.

peter

This is something that i've been trying to work as well. I've just tested it and your right if a ticket is created internally by staff there is no auto response to the rest of the staff members.
If it's created from the web front end there is.
Such a shame as we do not expose the web front end to our customers, we received email and calls which get put into the system.
An email to all staff in the department would help hugely.
I guess one option would be to create the tickets using the web front end then move into the system to follow up with that ticket.

That is not 100% correct. Alerts are sent to staff (if enabled in admin panel) and ticket is not assigned. If a ticket is created with direct staff assignment, then no alerts are sent out to other staff members.