How are you going about being notified of New Tickets other than logging into and living in IIQ all day?
We don’t auto assign tickets quite yet, as there are only two of us, and we try to prioritize them and work them as we get them. I have noticed, that when new tickets are submitted by my users, that neither of us get email notifications. The only way either of us know about a new ticket is if we look for new tickets in IIQ.
I don’t see an option for “Ticket Creation” notifications for Agents in the Site Settings. What is the best practice here?
Thank you all in advance for your help.
Best answer by arosenbaum_iiQView original
I am new to IQ and wanted to follow up on this. We are able to email agents when a new ticket is created with the steps you mentioned but I waned to see if it was possible to add a dynamic subject in the rule so that the agent has the ticket # in the subject of their email? Otherwise all the emails coming in look the same.
@RWatson! You are correct in that using the rule to email does not have a dynamic subject line. I would suggest either assigning tickets to an agent or team (can be a team of 1) and taking advantage of our notifications under site options. This will allow for more visibility on which ticket is associated with which notification.