I need the all new ticket ntifications should go to a support user email,

Hi:

You can disable the “CAN BE ASSIGNED” flag in the user profile for all agents. Then, you can set a default agent in TICKETS->SETTINGS->GENERAL. Now, use tickets will only be assigned to the default agent.

The default agent can then review a ticket and manually change the assigned agent.

Thanks.

In my case there are 3 support users. They test whether the issue is correct or not if not valid ask extra info from ticket raiser. How to send notifications to all the support users

If the issue is valid they assign the ticket to ticket agents

Hi:

We do not have an option to automatically send an email to multiple agents. A ticket can be initially assigned to only one agent.

But, you might be able to create an email address in your system that you can use as an ‘agent’ address which will then forward the emails to all the 3 other email addresses.

Thanks.

Actually, admin will receive all emails but i need only new ticket notification emails from Awesome Support will be sent those support users. How to do that

Hi:

Unfortunately, there’s no built-in notifications to 3rd party support users. If a support user opens a ticket, they will receive a notification but there’s no built-in notification to send to other support users.

But, you might be able to use our RULES ENGINE to make that happen. The rules engine has a NEW TICKET trigger that you can then use to send EMAILS to one or more email addresses. If its the same 3 email addresses that should be notified this will work.

You can learn more about this add-on here: https://getawesomesupport.com/addons/business-rules-engine-zapier-integration/

A cheaper alternative might be our NOTIFICATIONS add-on – all it does is send emails to email addresses that are not directly part of a ticket. It also has a NEW TICKET option.

Thanks.

Hi:

We haven’t heard back from you in a few days so we’ll assume that this has been resolved.

Thanks very much for using Awesome Support