Ticket Automation Rules - Ticket Internal Note Created for Email Notifications
Currently the condition Ticket Contact Responded is available which then can be used for email notifications.
Need to add this condition in the rules - Ticket Internal Note Created/Responded then have the option to add action Send an Email to Technician for email notifications
James Yoon
shared this idea
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James Yoon
commented
The lack of this feature is causing significant communication issues, forcing us to rely on alternate solutions and workarounds, which has been frustrating. It is critical to add this feature.
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Michael Jul Pedersen
commented
Same as Pavel is saying
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Guillaume DUVAL
commented
We should have the keyword in Email templates too : [{Last Internal Note}]
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Michael S. Mark
commented
Having the Internal Note (forwarded as an email to the tech or I was able to CC another tech) was a key feature in my old ticketing system that allowed Technician to post important information for troubleshooting or how To's to fix the client issues. Now the only way to see that "Note" is to open the ticket (which a staff member could have many tickets) and is not productive.
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Florian Locht
commented
It would be great if we could also add some rules about time
X days without response from client or technicien should send an email -
Pavel Chmelar
commented
I agree, the notifications for tickets need a bit more love. Currently, technician cannot get an update on any internal notes left.