Send Mail Notification after create ticket by agents

[nima0102]

Hi
In our company, sometime I should create ticket for customer,I create via "new phone ticket".but another agents on this group do not get any mail notification for this event.
also in question customer does not get any mail notification!
Where can I set so that after creating new ticket by agents, another agents and customer to be notified ?

Thanks in advance

[crythias]

New email tickets notify customers.
Agents get notification when notification is Yes in the agent prefs, and the queues are selected in the agent's My Queues.

[nima0102]

Thanks for your quick reply.
Excuse me for dummy question. But when I create "new phone ticket", any mail notification is not send to another agents on group and customer.
in this situation, is "priority ticket" important ? maybe notification is send only for "open ticket" not pending close.
My scenario is,when one customer call me and request one task, I create one ticket via new phone ticket,that it's possible to set priority to "open" or "closed" or "pending close", so I want to send notification to that customer and another agents.Unfortunately anyone do not get any notification,of course mail notification is active and I get mail when one customer himself create new ticket.

Thanks for any help or guidance

[nima0102]

Hi
Unfortunately I could not find any solution for my problem.

Thanks for nay help or guidance

[crythias]

I may not have fully understood the questions posed, so please excuse me if I'm not on target:

Thanks for your quick reply.
Excuse me for dummy question. But when I create "new phone ticket", any mail notification is not send to another agents on group and customer.

Try "New Email Ticket"

in this situation, is "priority ticket" important ?

no

maybe notification is send only for "open ticket" not pending close.

no

My scenario is,when one customer call me and request one task, I create one ticket via new phone ticket

Try new email ticket

,that it's possible to set priority to "open" or "closed" or "pending close", so I want to send notification to that customer and another agents.Unfortunately anyone do not get any notification,of course mail notification is active and I get mail when one customer himself create new ticket.

If you've assigned an owner, the agent should get notification, if he has notifications Yes in his preferences.