How to pre-define 'Email IDs to notify' field in templates ?
You can set the Email IDs to notify field with a default email address auto filled for all the new tickets for a particular account
This can be achieved by using Field and Form rules, however ensure that this configuration has to be done in each template the customer is associated with.
A sample configuration is shown below, kindly modify the same as per the requirement.
Also, please make sure that the below notification rules are enabled.
| Acknowledge E-mail Cc users by e-mail when a new request is created. |
Assign to account Customize template |
||
| Acknowledge E-mail Cc users when a request is resolved. |
Assign to account Customize template |
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| Acknowledge E-mail Cc users by e-mail when the request is closed. |
Assign to account Customize template |
||
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