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How to : Show ticket numbers on new ticket notification sent to the Clients - Connect IT Community | Kaseya
<main> <article class="userContent"> <p>Outline</p> <p>This guide helps you setup your PSA to show ticket numbers in the email acknowledgment sent when a new ticket is created.</p> <p> Explanation</p> <p>When your Client sends an email to your support mailbox, a new ticket is created. An acknowledgment for the new ticket is sent to your client from the PSA. We have built-in workflows that help you with this setup. The following rules are auto-shipped for any new tenant. You can activate or deactivate them based on your need.</p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/GYKJ4F7VOWF1/blobid0.png" alt="blobid0.png" class="embedImage-img importedEmbed-img"></img></p> <h3 data-id="using-workflow-rules">Using Workflow rules</h3> <ul><li>Navigate to Admin > Business Process > Workflow</li> <li>Enable the built-in workflow rule <em><strong>Ticket Created Notify Client. </strong></em></li> <li>This will trigger whenever a new ticket is created. </li> <li>The settings of this rule notifies the Ticket Contact, POC, and CC's when a new ticket is created.</li> <li>This workflow uses the email template <em><strong>Ticket Created Notify Client </strong></em>found under Admin > Business Process > Email Templates. </li> </ul><p><img src="https://us.v-cdn.net/6032361/uploads/migrated/OQPJ9DB6Y0Y2/mceclip0.png" alt="mceclip0.png" class="embedImage-img importedEmbed-img"></img></p> <ul><li>This email template will include the Ticket number field in the subject line and ticket tile and details in the content. </li> </ul><h3 data-id="manually">Manually</h3> <ul><li>Ensure that the email template you are using to notify your customer of the ticket has a ticket number field in the subject line. <ul><li>#[%Ticket Number%]#</li> </ul></li> </ul><p>Tip</p> <ul><li>Both the workflow and email templates can be edited to add or remove and customize per your needs.</li> <li>They can be cloned and used for different setups.</li> <li>All the parameters used in a workflow are detailed in this <strong><a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360013575457-Getting-started-with-Workflows" rel="noopener nofollow">guide</a></strong>. </li> </ul><p>Related articles </p> <p><a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360013575457-Getting-started-with-Workflows" rel="noopener nofollow">Getting started with Workflows</a></p> <p><a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360021687971-Scenarios-where-the-Email-Parser-would-create-Known-vs-Unknown-Tickets-" rel="noopener nofollow">Unknown tickets</a></p> <p><a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360016793498-PSA-Ways-to-create-tickets-" rel="noopener nofollow">Ways to create tickets</a></p> </article> </main>