Enable Agent Notifications for End-User Email Replies

mania
Tera Contributor

3 hours ago - last edited 3 hours ago

Hi,

 

When the “Opened for” (end user) responds to an email on an existing ticket, the reply is successfully received in the email thread and is visible in the Activity section. However, the assigned agent does not receive any notification for these responses.

The requirement is to configure the system so that whenever the “Opened for” user replies via email, the assigned agent receives a notification (email alert) in addition to the update being reflected in the Activity stream.

Can someone please help with this? It would be really useful.

 

Thanks!

0 Helpfuls
  • 99 Views
3 REPLIES 3

Rakesh_M
Tera Guru

2 hours ago

Hi @mania ,
Just to confirm, could you please let me know which record type you are referring to by "ticket"? Is this an Incident, Request Item (RITM), or another table?

This will help in suggesting the correct notification configuration.

0 Helpfuls

mania
Tera Contributor
In response to Rakesh_M

37m ago

@Rakesh_M ,

I am referring to "Incident" table.

Thanks!

0 Helpfuls

Rakesh_M
Tera Guru

23m ago

HI @mania ,

There is an out-of-the-box notification that alerts the assigned agent (assigned_to) when an end user adds a comment or responds to an incident.

Could you please confirm whether “Opened for” is a custom field, or if it corresponds to the standard Caller field?

0 Helpfuls