Proper notifications, macros, and groupings
Hopefully this is the right area for this, please move if not.
Currently, my team has gotten into a bit of a complex situation with our internal IT support, vendors, and external IT teams.
We have our core ticketing system working properly, we some basic macros and automations, we don't need to change anything on that front.
But now, we have a few additional people to send notifications and alert them properly without spamming their mailboxes with unnecessary alerts. I don't know if this is default, but a user within a group with get an email alert when there is a ticket sent to that address. Example, I'm part of theHelpgroup, and someone sends a ticket toHelp -since my user is part of that group, I get an email notification as soon as it comes in. Works perfectly!
Our external IT team, we only use them as escalation/delegation. They need access to these groups but we don't want them to get spammed with the daily tickets coming in.
We would want them to only get alerts when we assign them the ticket. And to be assigned the ticket, they have to be part of the group.
In addition, we'd want them to be tagged appropriately for the type of ticket coming in. If it's from a specific vendor or if it's a time sensitive escalation.
What would be the best way to get this done?
-
HiJosh Pirog,
It seems to me that you would want to restrict and not include these new agents from getting the Notify group of assignment email. Am I correct that they receive this notification whenever a new ticket is created and assigned to their group? If so,this default triggersends an email to the whole group; hence, this is why you're seeing this behavior.
You can edit this trigger and instead of sending an email to an email group (assigned) you can edit the action to email individual agents.
-
I'd assume we would have to manually change this every time we added or removed an agent then?
-
Yes, that's right.Josh Pirog
Vous devezvous connecter倒自由联合国commentaire.
3 Commentaires