Skip to Content
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,

Julien

Add a comment
10|10000 characters needed characters exceeded

Related questions

1 Answer

  • Best Answer
    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:

    Thanks

    Karan


    Notification.png (229.0 kB)
    Add a comment
    10|10000 characters needed characters exceeded

Before answering

You should only submit an answer when you are proposing a solution to the poster's problem. If you want the poster to clarify the question or provide more information, please leave a comment instead, requesting additional details. When answering, please include specifics, such as step-by-step instructions, context for the solution, and links to useful resources. Also, please make sure that you answer complies with our Rules of Engagement.
You must be Logged in to submit an answer.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MB each and 10.5 MB total.