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)

This answer has been marked as the accepted answer
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.

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
Yes, replying to the ticket should add them as a contact. - Mark Sayers Wed 1/3/24 1:23 PM
Okay, thank you! - Darrin Johnson, Jr. Wed 1/3/24 1:36 PM
You're very welcome! - Mark Sayers Wed 1/3/24 1:40 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