Email response to user via a ticket

Email notifications go out when you have the visible to requestor toggle for comments turned on.

You should be able to add followers to the ticket by clicking on the Followers tab near the bottom & entering their emails. Do this before adding your comments, and they’ll get the same email.

@GLisboa 5074983 paterson Thank you for submitting your question to our community! 😄

@AMeyer Greendale Schools is a rockstar and full of knowledge! Is this information what you were looking for? 

All is good. Thank you for the response.  But this is not as intuitive as other platforms.  I should be able to do something as simple as sending an email via the ticket system.  It should be that you click on a button and create a “send to” email to anyone from within the ticket itself.  

Right now, I can enter another external email, but I don't know for sure if the comment that I made went through and went to the external email recipient that I inputted.  It doesn’t tell me that an email was sent.

You can see if the email was sent by clicking on the Emails tab a the bottom of the ticket. You can see each message that was sent & click on it to view the details of the message.

@GLisboa 5074983 paterson You are sending an email with each comment update or any update to the ticket. This is reflected within the ticket timeline and the email tab. Once you click on that email tab, you can see an in-app preview of the email sent. All actions and comments will be sent in an email. Make sure you toggle the Visible to Requestor tab so that the users can see the comment - end users can see the actions adjusted without that toggle on. 

Have you had a chance to check out our Academy to work through some of these features that we have? https://learn.incidentiq.com/app

This might add some additional information for you. I hope this helps😄

I know about the email tab.  It tells me that an email was sent, but the email is sent to the default email that the platform uses, which is the Google email.  It doesn’t tell me that the email was sent to the “other” “external email” account, which is the Outlook domain email.  

@GLisboa 5074983 paterson Can I have an example of this occurring within a ticket? A ticket number would be preferred. I am able to see two emails going out on one of my testing tickets. One to the system service email and one to the follower that is a different email address than the predetermined. I would love to see what you are seeing. 

Ticket # 6084

I inputted the users domain email “macheril@paterson.k12.nj.us” into the external email field, enabled the external email address, then created the comment/email, then clicked send.  

Ticket # 6609

I inputted the user's domain email, "lopezs@paterson.k12.nj.us,” into the external email field, enabled the external email address, then created the comment/email, then clicked send.  

@GLisboa 5074983 paterson Below are screenshots from your two ticket number examples with the emails you referenced above. There is an email receipt for those going out, including a timestamp. Is this what you are looking for? 

Ticket #6084: 

Ticket #6609: