Agent Notification on a customer follow up

[danny0312]

Hi guys,

I was able to setup a notification so when a new ticket comes to help desk queue, each agent received a notification. Then, when a customer replies to that same email/ticket no notification is sent. So basically I have to go and check if customer has responded....

Ticket follow up notification: is set to "Yes". Is that what I am looking for or I need to setup a custom event notification?

Thanks!!!

[danny0312]

Hi guys,

I was able to setup a notification so when a new ticket comes to help desk queue, each agent received a notification. Then, when a customer replies to that same email/ticket no notification is sent. So basically I have to go and check if customer has responded....

Ticket follow up notification: is set to "Yes". Is that what I am looking for or I need to setup a custom event notification?

Thanks!!!

Btw, it seems that it only sends a notification to a ticket owner....is there a way to configure it so every agent in a queue receives one?

[crythias]

for locked tickets, only the owner will receive the follow up. This is because only the locked owner is in charge of the ticket. If the ticket is unlocked, everyone in the queue with followup notifications yes and queue highlighted should get the notification. Of course, you can double up on this with notification events, but ...