How to Notify an Agent when a New Ticket is Created
The agent receives email notifications automatically when a ticket is assigned to them. You can assign an agent to a ticket manually during ticket creation or through automation rules such as Auto Assignments and Create Ticket Trigger. If you want to notify other agents about a new ticket being created, you can add them as watchers using the same automation rules or manually during ticket creation.
Check out this video tutorial for more details.
Using auto assignments
Follow the steps mentioned in this article to create an ‘Auto Assignments’ rule.
Using create ticket triggers
Follow the steps mentioned in this article to create a ‘Create Ticket Trigger’ rule.
Events to trigger email notifications for new tickets
Make sure that the below-mentioned events are enabled to send email notifications to the assigned agent and assigned group (Assignee).
- Ticket Assigned to Agent
- Ticket Assigned to Group
Make sure that the below-mentioned event is enabled to send email notifications to other agents (Watchers).
- New Ticket Created
