Auto Response to customer when moving ticket to a different queue

[RobBot]

Hi,

I have a subqueue of a queue where emails that come directly into this subqueue are sent an automatic thank you reply.

Is it possible to configure OTRS so that i can move other tickets into this subqueue and then have the autoresponse be sent to our customers?

Thanks You

[EXG133]

Try to use the Notification Management, event TicketQueueUpdate and filter on that specific queue. Send a mail identical to the auto response to the Recipient Group 'Customer'. I haven't tested it myself but sounds promising.

[RobBot]

I had originally tried in Generic Agent and used the TicketQueueUpdateAction and was able to set up so that i could send an internal note but not an external email to the customer.

I wasnt aware of the Notification Management but it does seem promising indeed

Thanks for your help