I have a status called On Hold Customer. And then I have the ticket configuration set so that when a customer replies, the ticket will go into Customer Responded status.
But I'd like so that the Tech gets an email when a ticket gets put into Customer Responded status. I have looked all over and cannot seem how to do this. Can anyone please help?
The tech should get an email saying the ticket was updated unless you don't have that set up. Doing this would result in a double email, one for the client note and one for the status change. Is that really necessary?
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