Send updates by email

5.5k installs

This extension allows to send email notifications when a ticket case log is updated in the console. Support agents can communicate via email with the callers directly by just updating the log. Used in conjunction with "Mail to Ticket Automation" extension, users can reply directly to the email, otherwise they have to use the portal to update the ticket.

features

• On any ticket log update, the agent decides whether or not to inform the user.
• Agent can pick and choose which attachments to include in the email.
• Public log and Private log updates can trigger different notifications.
• Notifications are configurable as any other trigger/action, by an iTop administrator.
• This extension is compatible with any type of Ticket.