Can you configure WHD to send email updates to techs when clients respond to tickets via email

Question

I have been looking for this option but have not been able to find it.

percyplant · Accepted Answer

Look at your 'Setup - Techs - Tech Groups - 'Tech Group Levels' and the Default Selected E-Mail Recipients - you also need to ensure that Request Types are assigned to that Tech Group.

leos · Accepted Answer

If that does not work, might try an Action rule on any update to the ticket.  There is a criteria for "Last Update Trigger" and condition of "E-Mail from a Client" and then you can email your techs from that maybe?  I have never tried that one.

BlueKnight · Accepted Answer

THANK YOU!

I also found some more personal settings while clicking around under Tech > My Account > Notifications that did a similar thing but that I like better because it doesn't sent an email to myself when I update the ticket.