Different emails based on products

Hello @tdarsey,

Sending different emails based on product type would require some customization. If you’d like Awesome Support to help you with the customization, a quote can be provided here: https://getawesomesupport.com/contact/

Based on your description of sending emails: when do you want these emails to be sent? (As part of a certain trigger of events?)

I’ll mark this thread as resolved, but please feel free to add more details here if you have questions.

I would like for the emails to be sent when the ticket is created.

Hi @tdarsey,

The “Notifications” plug-in will allow you to control who gets notified of different ticket created events. However, you may need some custom work done in order to send the message out to certain groups. Beyond your requirements here, is there a workflow that you are considering along with the ticket notification to different departments? It’s possible that there may be other ways to accomplish the end result of notifying the correct people depending on the product (For example using the Rules Engine may work)

Don’t quite understand what you mean by “is there a workflow that you are considering along with the ticket notification to different departments?” I am mainly looking for the ability to send an email when a ticket is created for product “A” an email is sent to emails [email protected], [email protected], and [email protected] or to distribution group “[email protected]”. If a ticket is created for product “B”, an email is sent to [email protected],[email protected],[email protected] or distribution group “[email protected]”.

I am open for whatever plugin you might think will work. Is the Rules Engine one of your products?

Hi @tdarsey,

The question about the workflow: what I had meant is that if you need to setup a series of steps or logic that go along with the department assignment: for example instead of just an email, do you need other steps to be taken (such as setting up a quote, or allowing an operator to oversee the assignment. But based on your follow-on answer it looks like you are looking more for something that will notify solely based on the product selected.

In this case, it looks like the Rules Engine will accomplish that: https://getawesomesupport.com/addons/business-rules-engine-zapier-integration/
Documentation here: https://getawesomesupport.com/documentation/rules-engine/introduction-rules-engine/

Hope that helps!