Customer alert on status change

[nattivillin]

Is there a way to enable alerts to customers on status changes?

If a ticket goes from new to scheduled it would be nice for the customer to get an email saying that with link to the ticket if enabled.

Would be really nice if we could specify which statuses generated alerts instead of all of them.

Right now I only see customer alerts for new and closed status changes.

[Support Team]

Re: Customer alert on status change

Currently Alerts to Customers can only be sent on Ticket open and close but it is easy for an employee to manually send a message to customers from RangerMSP based on a predefined template.

[nattivillin]

Re: Customer alert on status change

All the vendors I get support form send me an email with a link for each ticket status or manager change. They all seem to use different programs.

It would be nice if i could offer the same level of automated communication to my customers.

[ctscomp]

Re: Customer alert on status change

I second this feature. It would be great to have the customer get notified once that status of the ticket changes, such as "Work In Progress". We could send manual messages but that is more steps and I am not sure how we would do that when updating the status from our mobile devices.

[Support Team]

Re: Customer alert on status change

Noted. Thanks!

[lpopejoy]

Re: Customer alert on status change

Yes! Some automated workflow rules to trigger emails would be great!

[aaspeer]

Re: Customer alert on status change

+1 from me!

[eric@reso-tech.ca]

Re: Customer alert on status change

+1 for me also.

[Support Team]

Re: Customer alert on status change

Good news! This feature already exists - it was introduced in version 11.

The information about configuring Alerts to Customers on Ticket Status changes can be found here.

Hope this helps.