We have activated the auto email functionality for creating tickets from email. Now we want to send an email to the customer when the service ticket is changed for the first time( that means when the agent is assigned to the ticket).
I am using before save event of the ServiceRequest.xbo. I tried sending an email using activity, but it is sending an email only if it is part of the C4C contact list.
I want to send an email to the guy who has created the ticket (by sending mail to the email id configured for creating a ticket) and not part of C4C contacts .
The functionality that we are looking for is just like when we reply from the service ticket itself , but I just want to achieve this via SDK.
Kindly see the attachment.