Hi! I had created two more statusses of tickets, they are "Aprove" and "not aprove". If the ticket is aprove, then the agent must asign the ticket to other department and go on the line of the task.
I want to know if i can create an alert to the End-User to show an email saying something like "the status of your ticket number XXX change his status to APROVE". How can i do this?
Regards!!

You would have to use canned responses and manually add it to the ticket.

Alternatively you would have to edit the source code to achieve what you are describing,.

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