Customer comments when no assignee

Question

If a customer adds a comment to a JSD ticket, that has no 'assignee' the comment gets saved on the ticket - right, and if comments are made to a ticket that has a assignee, then the assignee gets the update emailed to them, but is there a way to have any comments that are added when there is NO assign to a default email address?

Eg: i have a ticket and I email the customer saying, this is put in the backlog but if you require this urgently, please comment.

But if there is no assignee, how do i know that it is urgent which checking every ticket in the backlog?

Andrew Laden · Answer

Another option would be to create a "fake" user with an email address that goes to that default email address.

Make that user the default assignee. (either via a hidden field on the portal, or some other method"

Note that this may impact your licensing.

Jack Brickey · Answer

You can set up automation to notify an individual when customer comments. However, consider maybe having an Escalate transition. Instruct the customer to use it if required. Have automation trigger on the transition to notify the appropriate person.