Contacts in Tickets
If I were to have someone be notified of certain tickets via Automation Rules, would they be added as a contact to the ticket and be able to see the ticket?
Asked by Darrin Johnson, Jr.
on Wed 1/3/24 12:58 PM
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Answer (1)
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Mark Sayers
Wed 1/3/24 1:15 PM
Hi Darrin,
Unfortunately no, configuring an automation rule to notify someone just triggers a notification on ticket creation to them, it doesn't also add them to the ticket as a Contact.
Sincerely,
Mark Sayers
Sr Support Consultant, CS
1 of 1 users found this helpful.
They wouldn't be added unless they reply to the ticket though, correct?
- Darrin Johnson, Jr.
Wed 1/3/24 1:16 PM
Hey Mark, sorry I'm coming back to this real quick. What about when a ticketing user uses the "Notify Other People" field in a ticket, shouldn't that add contacts in if the "Add Contacts from additional email recipients" field is selected?
- Darrin Johnson, Jr.
Thu 1/4/24 8:10 AM
No I don't believe so. That setting isn't meant to encompass the "Notify Other People" field. The setting you mention is in reference to *inbound* emails coming into TDX whether those are ticket creation emails or replies via email to a notification that had gone out of a ticket. View the full help text contents for the "Automatic Contact Addition Options" section of settings for a better understanding of when this action is applied if enabled.
- Mark Sayers
Thu 1/4/24 9:40 AM