customer notification

[spiderpig]

Hi,

i'm wondering if i can add notification when a ticket is assigned to agent, i want the customer to get notification by email when a ticket is assigned to agent.

any ideas?

thank you.

[crythias]

Have the agent reply to the customer. Until the agent actually communicates with the customer, it really doesn't matter to the customer who's handling the ticket, as there isn't any progress being made on his ticket.

But if you insist, you can make a Notification (Event) against TicketOwnerUpdate.

[spiderpig]

thank you for the reply crythias.