Notification on Tickets requiring Client action

is it possible to send periodic notifications to clients based on ticket status? I have a status "ResponseNeeded" to indicate where the client needs to provide information for the ticket to progress, but am stuck on how to continually alert the client (in an automated fashion)

can this be done or am I going about this the wrong way? any help is appreciated.

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Accepted answers

justin.gray

Yes. Under Setup > Tickets > Priority Types & Alerts, you can set your criteria along with a 'Client Reminder Interval' for automated notifications.

You just have to remember to then go into Setup > Tickets > Status Types and enable Alerts for each Status Type you want this for.

HTH.

All comments

justin.gray

Yes. Under Setup > Tickets > Priority Types & Alerts, you can set your criteria along with a 'Client Reminder Interval' for automated notifications.

You just have to remember to then go into Setup > Tickets > Status Types and enable Alerts for each Status Type you want this for.

HTH.

andrewdombach

and it looks like I was making the problem harder then it really was. Thank you Justin