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Web Help Desk (WHD)

Forum Ticket Assigned Email to Requestor

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Ticket Assigned Email to Requestor

bryan.willis over 3 years ago

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.

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0 jstinson1 over 3 years ago

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.
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0 jstinson1 over 3 years ago

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.
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