Notifying Primary Contact of any Ticket Status Changes

If you want to keep your primary contacts in the loop about the status of their employee's tickets you can utilise ConnectWise status notifications. Here's how...

Method 1 - Creating a Notification on the Status

Method 1 - Creating a Notification on the Status

Navigate to the service board setup table, select the board with the status you want to notify primary contacts about, head to the statuses tab, and select the status.

Add the Primary Contact to the Notification Steps

Add the Primary Contact to the Notification Steps

Enable External Contact Notifications

Enable External Contact Notifications

This allows the email template to be sent to your external contacts. Once the primary contact receives the email they will be able to open the ticket in the ConnectWise portal with the link from the email to check up on the ticket. If you are using DeskDirector, you can set up a link using our ddclient URL to bring your client directly to the ticket in question. With DeskDirector you can also set up a status to move the ticket into when a client adds a note to a ticket, this avoids the need for you to set up a workflow to check if the client has updated and it is instant. This can be done on the general configuration page of the admin console (change ticket status when note added).

Opening Ticket in DeskDirector

Opening Ticket in DeskDirector

View in DeskDirector

View in DeskDirector

Drawbacks with Method 1

You cannot have separate email templates for your internal contacts and external contacts. If you are already using this template to notify one of your members, you might not necessarily want to send the same template to your contacts. Method 2 will probably be what you are after in this case.

Method 2 - Workflow Rules

Method 2 - Workflow Rules

Head over to the Workflow Rules setup table and create a new workflow. Save this workflow.

Define an Event and Trigger

Define an Event and Trigger

Use the SR-CustomerUpdated trigger for this workflow. This will check if any tickets have been updated by your customers. Make sure to select the "just once" option on the perform action section.

Define an Action

Define an Action

The action type should be "send email" and it should send to Company (Primary contact). From here you can also define an email template like the one from Method 1.

Set Frequency

Set Frequency

As a guideline, you shouldn't run this workflow any more frequently than once every 5 minutes to avoid putting too much strain on your ConnectWise server.

Drawbacks with Method 2

Because it takes time for your workflow to run, your clients won't be notified immediately. However, you will be able to have separate email templates going to your staff and to your customers. It will also run for every status that is updated by a customer - something that you may or may not want!


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