How to send auto e-mail to all Service Desk licensed users (i.e. agents)

[Go Choi]

Hi, 

We would like to auto e-mail to all Service Desk licensed users (i.e. agents) when a customer submits a request (i.e. ticket)

Currently, when the customer submits a request, an e-mail is sent to the customer, stating that we received your request, and we will take care of the issue shortly. 

However, our agents do not receive any e-mail, and therefore, our agents need to consistently check the Service Desk. Because we don't get frequent requests, it's better to get an e-mail alert when we do. 

The only time our agent starts receiving e-mails is after the project lead assigns the issue to one of the agent, and only that agent receives e-mails. What we want is have all agents receive an e-mail when a customer submits a request (i.e. ticket)

[Jack Brickey · Accepted solution]

Have the admin add your agent to the Create event under project > project settings > Notifications. Generally you will do this by adding the role that the agents are defined in, e.g. Service Desk Team. Check the Rolex they are in for your instance under People.

[Go Choi]

Thank you so much Jack!!! You solved our problem!