Send ticket email alert to individual accounts

[markccni]

We tested the global setting of sending ticket email alerts to all accounts. This works fine. What we would like to do is send alerts to only the contacts of certain accounts. Can this be done.

[Support Team]

Currently the Alerts to Customers feature is configured only at the global level meaning that it is either enabled for all customers or it is disbled.

Please note that Alerts to Customers are sent to all External Recipients configured for each Ticket, so if no external recipients are there no alerts will be sent re the Ticket.

What you can do is to disable adding automatic External Recipients to a new Ticket so when you open a new Ticket the customer email address will not be filled into the recipients tab automatically (this can be configured under Tools > Options > 'Tickets (admin)' tab - at the bottom). Then, when adding new Tickets to a customer to which you want Alerts to be sent manually add the customer email address/es into external recipients area (displayed both in the 'New Ticket Window' as well as the 'Email Recipients' tab). This way you have control which customers get alerts and which don’t. I understand that it is not ideal but it should work for you.

Hope this helps,
Dina