No email notofocation to client when rate request on his behalf.

ITSM Administrator Zeller Media

When the client sends email to notify a problem. I can see it on the platform and customer gets email.

When customer calls, and i manually put him into "rate request on behalf off" . The cutsomer does not receive any email, not a status, not remarks we put into the customer send message, and when work done no email with how many stars he rates.

 

Thanks for your reply

 

Patrick

Dirk Ronsmans

Hi @ITSM Administrator Zeller Media / Patrick and welcome to the community!

Let's dive in to this one a bit more, could you maybe show a (redacted) screenshot of one of those issues?

Normally the emails for a customer are triggered through your customer notifications on your project.

• My first question would be (and that might give me a clue), does this customer see the request on the portal after they log in ? (under my requests)?
• Also, can you verify in your customer notifications that there are rules set up to send emails?
• Is this only when you do a raise on behalf or also when they create it themselves on the portal / through email?
• Is the customer actually set as the reporter?
• Is there a Request type linked to the issue after creation?