Notification on Ticket Assignment
When a technician assigns a ticket to another tech, it would be useful to send a notification that a ticket has been assigned to them. We are struggling with finding a straightforward solution when time-sensitive tickets need to be responded to by another tech quickly because of a lack of notification options.
Dalan Heredia
shared this idea
Hey,
This is possible via Atera's ticket automation rules using the "Ticket assignment changed" trigger and the "Send email to technician action", allowing you to send an email to a technician upon assignment.
For more on ticket automation rules please see this KB: https://support.atera.com/hc/en-us/articles/360018434920-Ticket-automation-rules
Hope this helps!
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Brian Frappier
commented
Hey Dalan, you can do this already. Ticket assignment is a trigger that ticket automation can use.
@Atera - what I'd like to see is the ability to turn this off if I am assigning a ticket to myself. Right now, we get notifications even of tickets we assign to ourselves....and believe me, I know I assigned it :)