Feature Requests
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send client a notification when changing status of a ticket

Jorge shared this idea 5 years ago
Under Consideration

send an automatic notification to the client when changing the status of a ticket, for example when changing the status to "in progress" or when an operator is assigned

Comments (8)

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1

Hello,

Can you elaborate on the notification? You'd like the ability to be emailed when a staff member sets a ticket to "in progress", or "closed", etc?

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the notification must be send to the client, for example:

Hello $clientname your ticket "$ticketsubject "is now "in progress"

or

Hello $clientname, the status of your ticket has been changed to "in progress" and $userstaff are working on your request

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Hello Jorge,

I see - so you want the client to be notified. The potential pitfall I see here is, if a staff member sets a ticket to "In Progress", and is unable to resolve the issue and sets it back to "Customer Reply" so it goes back to the workable queue, the customer would be notified of that.

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if a staff member cannot resolve the ticket can be assigned to other member or the staff member answer to the client and the ticket go to "answered" status

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2

Rather simple you get a pop-up asking if you want to notifiy the customer...

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Is there an update about this? It is really useful.

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I can see where it would be helpful as well. Perhaps enable the feature to be enabled/disabled at the either a)Customer's request b) Provider's Configuration

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Yes it is useful feature. Either there should be auto refresh feature in WHMCS for the client or when the client

is logged into the client area and receive a ticket update then he will

get any pop-up or any notice

Great idea