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Home » GFI User Forums » GFI HelpDesk » on Customer Reply - Notify Group or Assoc. Staff
on Customer Reply - Notify Group or Assoc. Staff [message #148648] Mon, 07 September 2020 11:37 Go to next message
ffischer is currently offline  ffischer
Messages: 28
Registered: April 2017
Hello,
when a new Ticket ist opend, i got a mail as the Staff Member ..
but when the Customer, replys on the next mail.

Then the Information about the new reply from Customer is not comming.

Ho i can confiure, when customer is reply a Ticket that i or the Team gets the information ...
so that they check the Tickets?

best regards
Frank
Re: on Customer Reply - Notify Group or Assoc. Staff [message #148652 is a reply to message #148648] Mon, 07 September 2020 16:52 Go to previous messageGo to next message
ian.bugeja is currently offline  ian.bugeja
Messages: 666
Registered: March 2017
Location: Malta
Hi

Did you set email queues? https://manuals.gfi.com/en/helpdesk/admin/content/email-conf iguration/14.introduction-to-email-queues.htm

Please make sure you enable the below option to Yes (by default it's No)


/index.php?t=getfile&id=5156&private=0




Ian Bugeja
GFI Software
Re: on Customer Reply - Notify Group or Assoc. Staff [message #148657 is a reply to message #148652] Tue, 08 September 2020 07:00 Go to previous messageGo to next message
ffischer is currently offline  ffischer
Messages: 28
Registered: April 2017
Hi Ian,
no ... not direct.
My System sends mail by default php Mail Function this works....
but some other problems on the receiving side with the Firewall but this is a other thing.

no what i mean is - Customer opens new Ticket .. i as Mail Queue Staff Member got a mail with the new Ticket Information ..
"works"
so than i work in this customer Ticket .. and ad a reply .. .mail goes to Customer .. fine work also
but ... now the Customers replys to this ticket ... now information comes to me that the Costomer adds a reply
so i need check every Hour manually if is there a new reply ... in all the tickets....

do you understand what i mean ?


Frank
Re: on Customer Reply - Notify Group or Assoc. Staff [message #148660 is a reply to message #148657] Tue, 08 September 2020 15:12 Go to previous messageGo to next message
ian.bugeja is currently offline  ian.bugeja
Messages: 666
Registered: March 2017
Location: Malta
Yes this is possible.
In Staff Portal under Home > Notifications. Create a new ticket notification rule

/index.php?t=getfile&id=5159&private=0

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/index.php?t=getfile&id=5158&private=0
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Ian Bugeja
GFI Software
Re: on Customer Reply - Notify Group or Assoc. Staff [message #148665 is a reply to message #148660] Wed, 09 September 2020 13:34 Go to previous message
ffischer is currently offline  ffischer
Messages: 28
Registered: April 2017
perfect .. this is all i need ...

now i search the Mail template ... to customize ...

thanks !

Frank
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