How to Notify an External User Whenever a New Ticket is Created
By default, an email notification will be sent to the user included in the CC list, the ticket’s agent, and the watchers when a new ticket is created. If the user is neither in CC nor an agent of the ticket, you can use the Create Ticket Trigger automation to send them an email notification when a new ticket is created. And, using the Forward Ticket feature, you can send notifications for the ticket updates to the external user.
Sending email notifications to external users
To add a ticket rule and set a condition for sending email notifications to external users, follow the given steps:
- Go to Admin > Ticket Automation > Create Ticket Triggers > Add Rule.
- Add the Rule Name and Description (optional) to the trigger.
- Set the Condition and Action as shown in the following screenshots.
Forwarding a ticket to external users (third-party users)
Agents can forward a ticket to any agent, customer, or third-party vendor. However, if the user who received the forwarded ticket is either a customer or a third-party vendor, they will not be able to see the forwarded activity in the portal. Their only means of viewing conversations is through email. If they reply to an email, their comment will be recorded in the activity, similar to a ticket. To learn more about forwarding a ticket, please refer to this article.
