How do I make the main contact for a client receive an email whenever a new ticket is created?
I don’t want them to get all the emails in the thread, just a notification that one was created so they can follow-up with the user.
There wouldn’t be any way to filter it down to just the ticket submitted notification. You can add them to the Additional Notification Email Address field but this will include them on all ticket emails and communications from the Edit Customer screen.
There should be a way to filter this down, for the new ticket email, as well as the resolved ticket email. This way the main point of contact can be alerted, and not have to deal with all the back and forth.
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Agreed, I’ve had a few users ask about that before. I went ahead and put in a feature request for you so we can keep that tracked.