Email Contact when Ticket is created
Jun 15, 2018 2:18 PM
I would like the ability to send an automated email to a contact (customer) when a ticket is created for them. The customer should be able to reply to this email to add comments or attachments to the ticket.
We are using a custom contact form with a workflow that creates tickets for our contacts. I've tried to add an email to the customer as part of this workflow but it doesn't work very well because that email is not associated with the ticket. Best case scenario, replies create a new conversation, worst case scenario, they're lost in the ether.
Email conversations related to tickets should appear to the contact as a continuous stream of communication, meaning all previous replies should be included in every email that is sent to them from that ticket. Until this is implemented our communications with customers will be fragmented and potentially confusing.