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. For additional information on forwarding a ticket, please consult the following resource: How to Forward Tickets to External Recipients in BoldDesk.
Frequently Asked Questions
1) Who receives a notification by default when a new ticket is created?
CC’d users, the assigned agent, and watchers receive the default new-ticket notification.
2) How do I notify someone who is not CC’d and is not an agent on the ticket?
Create a rule in Admin > Ticket Automation > Create Ticket Triggers and configure it to send an email to that external recipient when the ticket is created.
3) Can external users see forwarded ticket activity in the customer portal?
No. If the forwarded recipient is a customer or a third-party vendor, they cannot view the forwarded activity in the portal and can only follow updates via email.
4) If an external user replies to a forwarded ticket email, what happens?
Their reply is recorded in the ticket activity similar to a ticket comment.
5) Does BoldDesk send an SMS when a ticket is created?
No. BoldDesk does not currently support SMS notifications when a ticket is created. Only email is sent based on the email configuration. How to Manage and Personalize Email Notifications
6) How can we notify the requester when a ticket is created?
Use email notifications. BoldDesk can automatically send an email to the user when a ticket is created (based on your Email Notifications settings).
