Ticket Assigned Email to Requestor

bryan.willis

Is there a built in email template that will send an email to the requestor when a ticket has initially been assigned or re-assigned to another tech so the requestor knows who is working on their ticket?  I created an outgoing email template when the Status Type is Assigned but it generates this email to the requestor every time there is an update saved to the ticket.

jstinson1

The requestor will receive the default Open ticket greeting when they create the ticket. You can add the <tech> variable to the default template or create a new template as you did.

The tip to remember is if you want the requestor to receive a ticket update such as a new tech assignment, click the Save & Email button.  If you want to reassign a ticket or add a tech note without emailing the requestor, then just update the ticket and hit the save button.