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Level 7

Email on ticket status changed

Hi there,

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?

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2 Replies
Level 14

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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I think I got it figured out.  I had it turned off.

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