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Send an email alert to a group when a new ticket is created in Web Help Desk

This article describes how to send an email alert to a group when a new ticket is created.

First published date

10/24/2018 6:09 PM

Last published date

8/31/2022 8:50 PM

Overview

This article describes how to send an email alert to a group after a new ticket is created. 

Product section

Web Help Desk

Resolution

  1. Log in to Web Help Desk.
  2. Click Setup > Techs > Tech Groups.
  3. In the Group Name column, click the group name that will receive the email alerts when a new ticket is opened.
  4. Click the Tech Group Levels tab.
  5. In the tab window, click the appropriate level. For example, Level 1.
  6. In the Force Email Notifications To section, select the appropriate options. Click the tooltip for details.

  7. Select the Send on Ticket Creation Only option, and click Save.
    The tech, level techs, or group manager (based on your selection) will now receive an alert email when a ticket is created and assigned to this group.
Note:
If you want to receive all the level techs an email notification for ticket creation, this setting should be enabled:

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This is to disable auto-assignment and e-mail filtering by Location and Department.  This makes all Techs in the Level eligible for auto-assignment or e-mail notifications regardless of the ticket's Location and Department.