How can I notify the agent that the ticket is created by email?

3 コメント

  • McCabe

    How often would you receive tickets in this manner? 

    I tend to not email agents when tickets are received, unless it's rare.

     

    If you use a trigger or view, you want to filter by channel.

    Channel is "email" 

    Let me know which method you're looking for and I can better assist

    0
  • Heather Rommel
    Community Moderator

    I agree with McCabe, emailing agents results in people paying no attention...

    I'm looking forward to your response to his question, and a note to add that we've created our own custom field for this, because our API channel is varied and has multiple sources and needed to split that out. I mention this because we auto-set this field for emailed tickets via Trigger to "Email". This way we can ignore channel and report on our custom field.

    Thanks,

    Heather

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  • Brandon Tidd
    Community Moderator

    Hi Fallon Albrecht,

    You should be able to create a trigger that looks for tickets where "Received At" is [Support Email]

    From there, you can action a notification to the assignee / group or add a tag if you want to track it elsewhere.

    Hope this helps!

    Brandon

    0

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