Portal ticket notifications
I would like for tickets created from the customer portal automatically assign to a certain technician for that notifications such as text and emails can be done. Most customers that are made from the portal have a service agreement and need to have priority service.
At least an option in the notifications center for portal created tickets (not all), would be nice so these don't get overlooked since they are paying for priority service.
I think the new SLA feature will give you this
Any update on this at all? We have tried so hard to find an option for a customer to be able to make a ticket and then have a notification come through if a customer does this. Baffles me as to why a customer can make a ticket and then have no notifications come through at all. How are we supposed to know if a customer has made a ticket? such a simple function but I cannot find any way to do it what so ever.
We really need this at our company aswell. Currently, the only notification we get is "Customer Activity on Ticket xxxx" And this notification just uses the template for Ticket Activity which is a template that covers a wide variety of ticket events that aren't as important as the creation of a ticket from a priority client. There needs to be a distinct difference so our priority clients don't get buried under other less critical ticket activity. It would be great to at least get a separate email template just for client portal tickets.
Spencer Pous commented
+1 for MSP feature
We assign techs to customers. Unless they are out of town or absolutely swamped, they take care of their assigned customers.