New Ticket E-Mail Notification

[TonyF]

It does not appear there is anyway to get notified, via email, of a new ticket submitted online?

Would like to configure new tickets, similar to tickets coming in via the mail parsar where it is immediately assigned to a staff member who then gets notified of the ticket (and its contents) via email.

I have setup an SLA and escalation rule to try to do this (appears 1 hour is the minimum?), but once the escalation is assigned to the user, the email sent only indicates it has been assigned, no ticket content information.

Either I am missing a configuration setting or this may not be possible? Or the SMS gateway is suppose to accomplish this?

Running v3.30.02

Thanks,
Tony

[Dewak]

Dear Tony,

I think you are missing the Alerts!. Log into the Staff CP, click on Tickets-->Alerts-->Insert Alert Rule

With Alerts you can notify staff members via email or SMS of new tickets, updated tickets, and many more.

Please let me know if this helped.

[TonyF]

Okay, correct, alerts is where I should set this up, but....what I want to do is any ticket that comes in, I (or specified staff) gets notified via email. It does not appear to allow you to select specific staff for notifications. It is either everybody gets notified or none? Unless you assign the ticket to someone first (which is what I was trying to do with SLA and escalation).

[Dewak]

Hi Tony,

You can create Public or Private alerts. Public alerts notify all staff users and Private alerts notify only the user who created the alert, so if you need to alert a specific user when a new ticket is created you have to log in with this user and create the alert.

Best

[TonyF]

Therein lies my problem, to notify a 'specific' staff member only, it must be assigned to them first. But if a new ticket comes in it is initially unassigned and I don't see a way to assign 'new' tickets automatically to a specific staff person (like mail parsar). Unless creating SLA and Escalation rules to do this.

My goal is this:
New web ticket (initially unassigned) comes in ----> Staff person X gets notified via email of the new ticket and contents.

Tickets coming in via mail parsar works great, as I can set this (in mail parsar settings) to be assigned to a specific staff immediately as it comes in. Therefore the alert gets triggered and an email is sent only to that staff person.

It appears my only option with new web tickets that are unassigned is to notify ALL staff or create SLA and Escalation rules and wait 1 hour for it to assign it to a specific staff and then get a notification.

Tony