Follower email cryptic

  • 31 October 2023
  • 1 reply

Userlevel 3

Is there a way to customize the message a follower gets when added.   We sometimes need to add someone from another department to work a ticket.   They aren’t an agent but they handle this particular task.   When they are added as a follower the ticekt doesn’t indicate that and the email just says the ticket has been updated. It would be nice for them to get an email specifically saying

“You have been added as a follower to ticket XYZ”


Best answer by Kathryn Carter 2 November 2023, 15:52

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Userlevel 7
Badge +10

@jhandler Thank you for submitting your question to our community! 😄 

I see how that would be helpful for your users. Currently, the follower notification settings can be found in Site Options: 


However, it would be great if you could customize that email or if a follower is added to “sent emailer alert to user” here: 


Here is an idea to upvote as well about customizing emails: