New Ticket Notifications

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. 

Thanks

Ron

Hi @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. 

I came here looking for an answer to this same question. We are new to IIQ and are also a very small team. I don’t spend all day refreshing IIQ. I have other tasks to attend to. 

I have added the rule per this thread and that helps some but I wish there was more options.

Our old system has a “kiosk” mode where it listed tickets as tiles, the page auto-refreshed and made a sound when a new ticket was added. We kept it on a large screen in the office so we always had an easy visual (and audio signal) when there was movement of tickets.

@DAdmin 9030af1 schuylerville Thank you for your response! Please add your comment here: 

This idea is in the candidate stage but still needs more votes and comments to continue to move forward. Your comment is a perfect example of the feedback our Product team is looking for! 

We used this strategy, but recently it stopped working. We created a rule that says when a ticket is created email the user. It’s still active, but those users are not getting the notification. Any ideas why it would have stopped working? 

​@SLee-Ciambra 873a0c9 sau70 You should be able to see under the Rule Log section of a ticket if the rule is being triggered and perhaps in the Emails section of the ticket if an email was sent out or bounced. If I was in your situation, I would reach out to both your CSM or place an IIQ support ticket.

I would hope it’s unlikely it applies to you, but we were in a similar situation and discovered that there was a bug and none of our users were receiving any email notifications at all. It required IIQ’s support team (after months of troubleshooting) to manually update our user’s notification settings.

Side note for others in this thread, we used this community post from ​@jclark to set up a Google Chat space/chat for this purpose. Takes some setup, but we’ve been using it for many months without issue. At the exact moment a ticket is submitted into the system, any members of the Chat get an audible noise followed by a notification.