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author's profile photo Former Member
Former Member

Notification after customer responding

Hi there,

I have a question regarding notifications within the c4c.

When a ticket is created and a service agent write an email to the client asking for some specific information, the answer from the client is automatically attached to the ticket.

But is there a way to get a notification, that the customer replied? I think it could be a little bit inconvenient for the service agent to check the tickets all the time just to check if someone has already replied.

So it would be nice to get a notification or an email as soon as there is an answer.

I've already tried to create a workflow rule but unfortunately it didn't work.

Has anyone already tried to create such a notification?

Many thanks,


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    author's profile photo Former Member
    Former Member
    Posted on Aug 18, 2015 at 09:58 PM

    Hi Julien

    Yes, you can set-up a notification for this scenario by leveraging a standard delivered field named "Customer Update". This indicator field gets updated each time customer updates a service ticket. Configure the rule condition as shown in the screenshot:



    Notification.png (229.0 kB)
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