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Thread: Email on ticket creation

Ronny
Posts: 18

Email on ticket creation Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 17 Apr 08 1:59 PM

Hi All,

By default, is there any email being sent when we create a new ticket on customer portal website? I would like to have email send to both the ticket creator as well as the support administrator. Thanks in advance.

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Michael Lupino
Posts: 46

Re: Email on ticket creation Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 18 Apr 08 7:20 AM

I would consider using a product like KnowledgeSync or TaskCentre. Both products can monitor the database, look for new records that are being created and fire off an e-mail to send to both the ticket creator and support administrator.

If you want to do just that, without KnowledgeSync or TaskCentre, you will have to do a customization to your environment to open a blank window and pulling the e-mail addresses from the user profiles of the users you need to send to, based on who is assigned and created the ticket. Your business partner should be able to design something to meet that goal. If you need help on locating a business partner, send me an private message and I can give you the names and numbers of people I've worked with.

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Bob (RJ)Ledger
Posts: 1103

Re: Email on ticket creation Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 18 Apr 08 9:14 AM

We have a developed (and production proven solution) using TaskCentre.

It will generate an email "notification" based on the ticket creation "source" (Customerportal, LAN client, or email.. more on that later

. You can easily customize the message as well as notify anyone else.... It also creates a History record on the Contact that created the ticket (if created via Customerportal or email) or extend the workflow in any direction you need.

Oh yes.. we developed a way to intercept email messages to a mailbox (based on any filtering criteria requirements) and will create a ticket from the email.. and of course the workflow (above) that sends notifications knows how to process these types of tickets as well.
--
RJLedger - rjlSystems

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