The new owner should reply to the customer. If the new owner does not do
this, and the ticket is handed off multiple times, does the customer need
to know it?
"Hi, I'm taking care of your ticket"
vs:
"Your ticket has been taken by Bob."
"Your ticket has been taken by Fred."
"Your ticket has been taken by Edward."
I realize you want to do this "automatically" but until the owner interacts
with the customer, the customer should safely assume that the ticket is
being addressed and need not be involved in how your agents handle it.
Personal opinion, yours may vary.
On Wed, Mar 20, 2013 at 4:13 PM, Karsten Becker
Hi,
I would like to send out an email to the customer if the supporter gets owner of the ticket.
I found some manuals, but they don't seem to work.
What I do:
* Admin -> Notifications (Event) * Create a new one ** Name: Foo ** Recipient groups: Customer ** Event: TicketOwnerUpdate ** Subject: Bar ** Text: Blah Blah ** Notification article type: email-notification-ext (this was the preset) ** Validity: valid ** Comment: Blah Blah
But it doesn't seem to work. If I send a test to our helpdesk and close this ticket (as agent in the webgui), I'm getting no email.
Regards Karsten
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