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Is there a way to enable alerts to customers on status changes?
If a ticket goes from new to scheduled it would be nice for the customer to get an email saying that with link to the ticket if enabled. Would be really nice if we could specify which statuses generated alerts instead of all of them. Right now I only see customer alerts for new and closed status changes. |
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I second this feature. It would be great to have the customer get notified once that status of the ticket changes, such as "Work In Progress". We could send manual messages but that is more steps and I am not sure how we would do that when updating the status from our mobile devices.
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Good news! This feature already exists - it was introduced in version 11.
The information about configuring Alerts to Customers on Ticket Status changes can be found here. Hope this helps. |