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Notification to ticket assignee when ticket is updated via RBE

score 40
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With the implementation of SmartIT we are using the email from ticket function for interaction with end users.  End users are then replying to these emails and the RBE will add a workinfo to the ticket.

The issue we have is that there is no notification that the end user has replied to the email, so support staff waiting for customers to get back to them about a ticket do not know this has happened unless they are regularly checking each ticket assigned to them for updated activity.


An email notification, to the assignee that a work info was added to a ticket off the RBE would allow them to respond to follow up emails quickly and reduce the chance of end users making updates to tickets which get missed.


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