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You should be able to do this by doing a 'bulk action' to the tickets.
To do so, go to Tickets -> Search Tickets -> Advanced Search and craft your query. In the screenshot below, mine is looking for:
- Tech Group is IT Desktop Support
- Status is Open
- Status is Pending
Hit Search. That will return results down below, then you want to SHIFT-CLICK the little checkbox above all the other checkboxes. This will select all results on all pages because of the Shift-Click (as opposed to just a regular click).
Now that you've selected all the targeted tickets, click the + at the bottom next to "Bulk Action:
That will give you a dialog where you can select something to do to all those tickets at once. So, you can put in a Note:
and make sure that the boxes to notify Client users is checked at the bottom. This is how i have mine set:
- Under E-Mail Recipients, I clicked "Change to:" and checked the "Client" box
- Under Bulk Action E-Mail, i clicked "Override Ticket e-mail settings" and checked the "Client" box.
(I'm not honestly sure if both of those are needed, but that is how i had it set and it worked)
Now, when you hit Apply at the bottom, it should send an email update with that Note to all the Client users for those selected tickets.
Thank you for your detailed description. I was hoping that something like "bulk action" would work. I tried it briefly last week, but the tests were negative. Following your explanation I believe I know now what I have done wrong. I will try it later.
I tested your suggestion and it worked. I was almost there, but must have missed one tick box along the way.
Thank you for your help pointing me in the right direction.
This is excellent information!!! Thanks for posting such a detailed process (with pics and everything!).