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Maxmc's avatar
Maxmc
Active Contributor
2 years ago
Status:
Accepted

Add a notification when a ticket is transferred between queues

Hello,

 

We just created a second IT team with its own ticket queue within Resolve Helpdesk. We noticed when the teams xfer tickets it doesn't notify the receiving team, so tickets are getting responded to later than we'd like. Has anyone figured out how to do this? As of right now we have people doing shoutout via teams chat but its not the best bandaid.

Ticketing

4 Comments

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Thank you. I thought that when the ticket transfers into the new queue it would trigger a new ticket email. I will move this to the Community Ideas as a feature request for the team.

     

     

  • Maxmc's avatar
    Maxmc
    Active Contributor
    2 years ago

    Yep we have the email notifications setup and working the want we like, but there's not a notification option for ticket transfers between helpdesks.

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi Maxmc, welcome to the community. 

     

    Have you configured email notifications in the Admin area already? Open this guide and scroll down to Advanced Setup in GoTo Admin > Setup Email Notifications