email notification to agent instead of admin

  • Resolved victorcalderon

    (@victorcalderon)


    4 months ago

    Hello team

    I created several agents to split the business into departments, the problem is the new ticket notification is only sent to the admin, is there a way to send the new ticket to the current asigned agent?

Viewing 3 replies - 1 through 3 (of 3 total)

  • Hey Victor,

    Currently agents can get email notifications for when customers reply to a ticket and the assigned agent is changed. You can access this from the Configure Business Inbox>Email Settings.

    The use case you are looking for (email notification when ticket created/assigned) is valid. We’ll add it to the roadmap for future implementation.

    Thanks for being with us meanwhile.

    I managed to accomplish this. I have a workflow that assigns a ticket based on a field, then on the Ticket Agent Change (To Agent) email notification I added {{ticket.content}} to the email content. Now an agent gets an email notifying him of ticket assignment and with the ticket content (that is actually a Fluent Forms form that is integrated with Fluent Support)

    • This reply was modified 3 months, 1 week ago by miguel84.
    Thread Starter victorcalderon

    (@victorcalderon)

    Hello

    After contact fluent support the problem was related to easy wp SMTP plugin, I switch to Fluent SMTP and the problem was solved, please notice that the workflows was already created to assign tickets, hope this fix will help somebody else

Viewing 3 replies - 1 through 3 (of 3 total)
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