Portal ticket notifications
I would like for tickets created from the customer portal automatically assign to a certain technician for that notifications such as text and emails can be done. Most customers that are made from the portal have a service agreement and need to have priority service.
At least an option in the notifications center for portal created tickets (not all), would be nice so these don't get overlooked since they are paying for priority service.
rachel
shared this idea
I think the new SLA feature will give you this
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Geoffrey Miller
commented
This is probably covered, but I can't find it. I'm adding a submit ticket portal from our company webpage. I'd love to be able to add a "how urgent is this" dropdown. This will cut out people expecting priority service for a broken pencil or to let us know it's really important. Of course, getting a notification about this is critical. Being able to submit an SMS would rock, otherwise I guess we could sidestep that by using the 1xxxxxxxxxx@att.net type formatting to email an SMS.
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Anonymous
commented
Any update on this at all? We have tried so hard to find an option for a customer to be able to make a ticket and then have a notification come through if a customer does this. Baffles me as to why a customer can make a ticket and then have no notifications come through at all. How are we supposed to know if a customer has made a ticket? such a simple function but I cannot find any way to do it what so ever.
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Alex
commented
We really need this at our company aswell. Currently, the only notification we get is "Customer Activity on Ticket xxxx" And this notification just uses the template for Ticket Activity which is a template that covers a wide variety of ticket events that aren't as important as the creation of a ticket from a priority client. There needs to be a distinct difference so our priority clients don't get buried under other less critical ticket activity. It would be great to at least get a separate email template just for client portal tickets.
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Spencer Pous commented
+1 for MSP feature
We assign techs to customers. Unless they are out of town or absolutely swamped, they take care of their assigned customers.