Internal Staff Tickets

[TomC]

When a staff submits a ticket and they put the customers email on the ticket, does the customer get an email with the ticket?

What I want to do is to have certain staff submit a ticket for internal communications have another department reply to the ticket, but no email or anything be sent to the customer.

Is that how it works now?

Thanks in advance

[ecornet]

I want to do something similar but I cannot find anything in the system that can automatically create this scenario. What I've done is inform my staff on who can speak directly to the customer, and who can't

[TomC]

I know staff can submit a ticket however on the field user email address (which is the customer) I want to know if they receive an email with the ticket and if they can view the ticket. Because I don't want customers to be able to view the ticket.

I guess I could just leave the user email address field blank and put the customers email in the message. But I wanted to be sure.

[ecornet]

When you first create a ticket there is a check box called 'autoresponder' that will send an message to any email in the 'email' field. In each REPLY there is also a check box for 'send email' that will, again, send another email to the customer. If you do not wish to send emails, un-check those boxes, or put garbage in the 'email' text field

[TomC]

Thanks for the reply. Will it send an email to me (staff/ticket creator) ? For example, I (staff) create a ticket, I put garbage text on the user email field, now if another staff from a different department responds to that ticket, do I get an email notification? Also where would I login to view only tickets I created?

Thanks

[ecornet]

Originally Posted by TomC

Thanks for the reply. Will it send an email to me (staff/ticket creator) ? For example, I (staff) create a ticket, I put garbage text on the user email field, now if another staff from a different department responds to that ticket, do I get an email notification?

It will not send a ticket to the owner (unless you put your email address in the CC or BCC sections under email options). If another staff member issues a reply (specifically reply) it will send an email to whatever is in the email address alone (or multiple mail recipients, if any)

Originally Posted by TomC

Also where would I login to view only tickets I created?

I believe you would have to setup your 'views' to only show tickets that are assigned to you (not necessarily CREATED by you). Or you can use a filter