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Active Contributor

Customer Notification when an Incident is created on the Customer Portal

Hi,

 

We are setting up a new service on GoToAssist for a company we will be supporting. One of their requirements is to send an email notification/confirmation to  the customer when that customer creates an incident on the Customer Portal.

 

I have attempted to achieve this through use a trigger, however no emails are being receivedfollowing incident creation. The trigger is as follows:

 

WHEN
Created/Updated : IS : Created

 

WHAT

Send Email Notification To : Customer

 

Can anyone point me in the right direction how to achieve this? Is there an alternative approach other than through triggers?

 

Thanks in advance

Greg

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1 ACCEPTED SOLUTION

Accepted Solutions
Active Contributor

Re: Customer Notification when an Incident is created on the Customer Portal

For those with a similar query, I solved this by use of a scheduled report with mass actions. A comment is added to incidents created within the last '1 hours', which is subsequently emailed to the Customer.
1 REPLY
Active Contributor

Re: Customer Notification when an Incident is created on the Customer Portal

For those with a similar query, I solved this by use of a scheduled report with mass actions. A comment is added to incidents created within the last '1 hours', which is subsequently emailed to the Customer.