Notification for new ticket, ticket for closed ticket

Roadblock · 2024-01-18T14:45:42.000Z

Hey SW world. Not sure if this has been implemented and I’m just overlooking it but I would like to see the option to receive notification that a ticket has been closed. Right now a ticket comes in and someone resolved the issue, closes ticket but that status change doesn’t trigger an email.

Any help enabling this (if the feature exists) would be appreciated. Otherwise I will try to find it in the feature requests as it’s a sort of no-brainer to have this, especially for teams of more than 1.

Thanks.

Rod-IT · 2024-01-18T15:23:46.000Z

It should trigger a closed email for the user, but not the admins.

It’s not clear who you want it for.

Roadblock · 2024-01-18T15:31:03.000Z

Great point. We want the admins to be notified.

Rod-IT · 2024-01-18T15:48:16.000Z

CC a group in when you close the ticket.

or if you reply and use tickets anywhere to close the calls, add

#notify youradmingroupmailbox

Outside of this, It’s not possible. While you can make an FR, I’m not sure it would be something highly requested. You never know though.

Roadblock · 2024-01-18T16:55:02.000Z

Good ideas. Are any able to be automated or included by default?

Rod-IT · 2024-01-18T18:15:01.000Z

Unfortunately not, rules only trigger on inception, so there would be no way to do this, unless you add #notify on initial creation - that can be done with a rule.

Not sure who or why my first reply is considered unhelpful, it’s fact.

Roadblock · 2024-01-18T18:28:54.000Z

Makes sense. I only watch the email queue and was hoping there was a way to just watch for a closed email.

I appreciate your time. I may have pressed the wrong helpful/not helpful icon in my haste. Looks like someone else gave it a thumbs up. Hopefully you all aren’t penalized by whether your comment is helpful or not as you seem a little upset by that. Lol.

Take care and thanks again.

Rod-IT · 2024-01-18T18:32:42.000Z

There is no penalty, it just frustrates me when I give my free time to try and help people and then see what comes over as a negative markdown for my efforts.

FYI if you did press the wrong one, you can undo it by pressing it again - I’m not having a go either, I just want to know if I am unhelpful to someone, why and what I can do better.

We all make mistakes, say the wrong things, etc.

Roadblock · 2024-01-18T18:33:53.000Z

Didn’t know about being able to correct it. Thanks again for your help!