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 given steps to create an auto assignment rules:
- Select the Admin module.
- Choose Auto Assignment from the Automation menu.
- Click Add Rule.
- Enter the rule name and description on the create rule screen.
- Choose the required fields from the list to frame a condition for determining the tickets to which the rule will be applied.
- Click Add new condition to include a new condition.
Using create ticket triggers
Follow the given steps to create an automation rule,
- Select the Admin module in the left menu.
- Choose Create Ticket Triggers from the Ticket Automation menu.
- Click Add Rule on the top palette.
- Enter the Rule Name and Description on the create rule screen.
- Choose the fields from the list to frame a condition for determining the tickets to which the rule will be applied in AND and OR conditions.
- Click Add new condition to include a new condition.
Using ‘Create Ticket trigger’ under Ticket Automation, you can define rules to automatically add specific agents as watchers. This allows you, or any designated watcher, to receive email notifications whenever a new ticket is created, even if you’re not the assigned agent.
Events to trigger email notifications for new tickets for assigned agents/groups
Make sure that the below-mentioned events are enabled to send email notifications to the assigned agent and the assigned group (Assignee).
- The New Ticket Assigned to Agent
- Ticket Assigned to Group
Events to trigger email notifications for new tickets for watchers
The New Ticket Created event must be enabled to send email notifications to Watchers (other agents who are not assignees).
