Email to Support Staff on each post

[roger]

Hi it would be really useful if every time a customer emailed in to a ticket a copy of that email was automatically sent to the support staff assigned to that ticket.

At the moment we have loads of tickets, customers reply to those tickets and nobody realises. The obvious thing is just to check the tickets i know but that isnt practical.

Can support suite be setup to email the assigned staff member everytime someone replies to a ticket?

any help would be much appreciated.

[Digital Mayhem]

set up an alert rule

[roger]

can you direct me as to how to do this please???

[IanWild]

Yep - In the staff interface, logged in for the user you want to get the alert (You will have to ask each of your staff members to set this up if they all need an alert), goto Tickets > Alerts (in the sub menu) and click new alert rule. You then just need to check "New Ticket" and you will get an email on every new ticket. If you only want an email when a ticket is assigned to you, change the radio button in the rule to "Run Only for Assigned Tickets".

Regards,

Ian

[IanWild]

On second thoughts, you can make this happen for everyone by inserting a public rule instead, but personally I don't like public alerts much because I think it's a good habit to let everyone select what emails they want (and I had a bad experience when accidentally changing one of these once!).

Ian