Auto response only when ticket is locked

[marty210578]

HI All.

Is there a option that there is only a auto email response when the ticket is assigned/locked by a agent?
This request is comming from the business, they are not interested in the fct that the email has been received but are more interested to receive a email when the ticket is locked by a agent.
And then to received the ticketnumber and agent name.

I tried searching the forums but nowhere i have found the same question / answer.

appreciate the help

[crythias]

Disable the auto-response for new tickets for the queue. This affects all customers.

Otherwise, filter this customer to a queue that is silent, then generic agent or manually move him to the correct queue, and when your agent creates a REPLY to the customer, you will:
change the ticket from new to open
Lock the ticket
Send the information to the customer "Hi, I've got your ticket!"

If you want things a bit more automatic, you can consider a Notification (Event) on lock or something.

[marty210578]

THanks

the Event Notification works like a charme and is indeed a perfect solution for the request i received from the business here

thanks for the prompt support.