Self Service Queue - Email Notification to Agents

[Mark (ESC)]

We have just started to use the Self Service queue.

We currently have a good process in place with dealing with the inbox, but we are all forgetting to check the self service queue.

When a self service ticket is raise via the portal, can an automated email be sent to the agents in the team to say 'something has arrived'

Thanks

[Hornbill Staff DR]

Hi Mark,

 thanks for your post. There's a short video which discusses some frequently used Service Manager Application settings which can be found here: https://wiki.hornbill.com/index.php/Service_Manager_Settings .

This outlines the available notification settings, one being a notification to the team when a new call drops into their teams' queue. If you check out the video from about 2mins 26 seconds hopefully this will give you what you're looking for.

Let me know how you get on.
Dan

[Mark (ESC)]

Thanks @DanielRi

Had a look, the items that look like the settings that might create a notification under notificationtypes were

as you mentioned, and..

So I have turned them on and will see how they perform today.

[Mark (ESC)]

@DanielRi

Thanks for the advice, all working fine.