Inter agent email

  • Resolved willevanstyxan

    (@willevanstyxan)


    7 years, 5 months ago

    Hi there,
    I have the following situation. Tickets created by users are automatically assigned to agent 1. Agent 1 is sent an email which they then reply to and it goes into AS as a reply. Agent 1 ONLY accesses AS via email, they never login to the backend.

    Agent 2 logs into AS directly and sees the reply that Agent 1 emailed in. Agent 2 then updates the ticket with a new reply and more information. When they do this, I need the reply to be sent to Agent 1 so they are told there is new info on the ticket.

    How can I achieve this functionality?

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Author melliesou

    (@melliesou)

    7 years, 5 months ago

    Hello @willevanstyxan

    It looks like the functionality you seek is within the “Notifications” add-on. There is more detail about this add-on here:
    https://getawesomesupport.com/addons/notifications/

    And more documentation about this here:
    https://getawesomesupport.com/documentation/notifications/

    In order for Agent 1 to get the notifications, you can configure the plug-in to send the notifications to Agent 1 so that they will be notified that there is new info on the ticket.

    Please let me know if you have any questions about this function.

    Thread Starter willevanstyxan

    (@willevanstyxan)

    7 years, 5 months ago

    Thanks for the reply. I’ve looked into the add on and just before I buy it, can you just clear up the following for me.

    So, can I set a notification rule that says, if a ticket is allocated to an Agent, have an email sent to them every time ANYONE except them updates the ticket?

    Plugin Author melliesou

    (@melliesou)

    7 years, 5 months ago

    Hi @willevanstyxan

    To clarify: You want the email notification to be sent to just the Customer when the Agent responds on the ticket? Or do you mean send an email to the Customer and all Agents except for the responding Agent?

    Thread Starter willevanstyxan

    (@willevanstyxan)

    7 years, 5 months ago

    What i mean is, customer has raised a ticket, Agent 1 has replied but then Agent 2 also adds to the ticket. Agent 1 needs to get an email saying agent 2 has updated the ticket.

    Plugin Author melliesou

    (@melliesou)

    7 years, 5 months ago

    If Agent 1 is assigned the ticket but Agent 2 replies, then Agent 1 will get a notification. However, if Agent 1 responds again to the ticket, Agent 2 will NOT be notified.
    For Agent 2 to be notified, they would need the NOTIFICATIONS add-on and would need to create notifications that specifically allows all agents that participated on a ticket to be notified.

Viewing 5 replies - 1 through 5 (of 5 total)

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