Costomer / users email notification on ticket update

Shlok · January 27, 2025, 8:40pm

Is there a way for users/customers to receive email notifications when an agent updates a ticket?

and can i change password reset link templet?

MrGeneration · January 27, 2025, 8:48pm

Please do not ping people out of the blue. I’m not personal tech support.

Shlok · January 27, 2025, 9:01pm

i am really Sorry MrGeneration,

but do you have any idea on how i can achieve customer email notification after agent reply or update the ticket

Shlok · January 28, 2025, 10:23pm

any idea on above? please help

datenschuft · January 29, 2025, 5:44am

You should be able to use a trigger, when a ticket is updated, to inform the customer.

ecomsilio · January 29, 2025, 9:22am

Here is an example of a trigger.

Shlok · January 29, 2025, 7:02pm

Hi Ecomsilio,

I have already setup trigger but still not getting notification at customer end,

MrGeneration · January 29, 2025, 7:12pm

And all these conditions are “true” ?

Shlok · January 29, 2025, 7:16pm

all these conditions are “true”

MrGeneration · January 29, 2025, 7:18pm

Then please double check that the group the ticket lives in actually has a outgoing email address configured.

Shlok · January 29, 2025, 7:25pm

Are you referring to this one?