Send notification to manager when opening a helpdesk ticket via email

Question

Hello,

Does anyone know how to setup email notification to manager when their employees open a helpdesk ticket through email?  For example, I send an email to helpdesk@wxyz.com, I would like a notification to be sent to my manager as well that I've opened a helpdesk ticket.  I cannot find where to set this up.  Our managers only getting response to ticket notifications but not the initial open helpdesk ticket notification.  Thanks.

Mao Lee · Answer

Thanks for the info.  The managers are Customer only.

When I submitted the email to helpdesk to create the ticket, I get an email notification stating that they received my request and on the bottom of the email notification, it stated this "This is shared with Mao Lee and Jason Cunningham".  I would think that Jason would be getting a notification as well but he didn't get it.

Jack Brickey · Answer

If the manager is a Jira user then you can simply add them to the Create notification scheme. project > project settings > email notifications. If the manager is a "Customer" then the only way they get notified is if they are CCed on the email.