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 <karsten.becker@ecologic.eu> wrote:

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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