How do I create an automation to send an email to client when submitting ticket on their behalf?

Question

When I submit an email on behalf of a client and include their email address in a field, is there a way to automate sending an email notification to the client? I want the client to be informed that a ticket has been created for them, along with the ticket number so they can track the issue. Also, is it possible to automatically email the client each time a comment is added to the "Reply to Customer" field?

Fabiola Montalvo · Answer

Hi @Susan ,

Thank you for your quick response to my question. I found your information very helpful, especially since I didn't know the Reporter could be changed. Since I don't have Admin access, I'll need to request this from our IT department, but your guidance is a great starting point.

I'll keep you updated.

Many thanks!

Susan Waldrip · Answer

Hi @Fabiola Montalvo , Welcome to the Community!

Do you need to remain as the Reporter when you open a ticket on behalf of someone? If not, you can set up the Agent screen so you can change the Reporter to the Customer's name. Depending on your Notifications Scheme setup, that change may send an email to the "new" Reporter. To be safe, after you change the Reporter to the Customer you can write a short Customer Response (external Comment) or even create a Canned Response and just let them know they were added to the ticket and should expect emails related to it. The ticket number will always be in the email Subject (Summary) and the emails will have a link for them to view that ticket.

Alternatively, if you have to remain the Reporter, you can add the Customer as a Request Participant and then they'll get the emails you've set up in the Notification Scheme and they can add Comments from the Customer portal.