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Jason Christenson

Joined Jan 05, 2023

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Last activity Jan 06, 2023

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Latest activity by Jason Christenson

Jason Christenson commented,

CommentTicket management

We are using that feature. I want an email to go to the requestor if a ticket is created on their behalf by my forwarding an email. 

This is the scenario I am after:

  1. The end user sends me an email that should have been sent to our support address. 
  2. I forward that email to our support address to create a ticket. 
  3. A ticket is created on behalf of the end user. 
  4. At this step, I would like a trigger to send an email to the end user, telling them a ticket was created for them and they need to remember to use our support address, etc. That trigger would need to pick up that the email was forwarded from an agent to create a ticket. 

 

View comment · Posted Jan 06, 2023 · Jason Christenson

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Jason Christenson commented,

CommentTicket management

We are 100% email based and use email forwarding by an agent a ton. I like the proactive ticket feature, and it works great if you use the web interface to do a ticket for a user. For us, forwarding the email is more efficient. Is there a way to do this same thing but based on emails our agents forward to become tickets? I haven't had any luck adjusting the triggers.

View comment · Posted Jan 05, 2023 · Jason Christenson

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