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Notification when request submitter through Portal


#1

Hi,
I can not find a way how to create an automatic notification by email to IT department when someone creates new request through Portal (web page).

Another issue I found is: when customer opens a link with the existing case and add new comments (types new updates) and click Update Request button it wakes long time to submit a case. If customer click Update request button several times system creates duplicated updates attached to existing case.
Is there a way to grey out “Update Request” button after customer pressed it onece to avoide duplications?

Thank you in advance


#2

Hi Evgheni,

If you’d always like to be notified on new requests you can enable that notification in your personal preferences (top right corner).

If the updating a request it taking a long time it could be slowness with your email provider’s smtp server. Check your settings in Admin->Settings->Email Integration. Make sure you’re using the right hostname and so on for SMTP.


#3

Ian,

It looks like this setting to be notified now only applies to “Unassigned” tickets. Is it possible to have a setting for all tickets upon creation, even assigned ones?


#4

There’s not a setting for all tickets, however, you could do that pretty easily with an on-create trigger. Rather than having each person emailed as an action it can sometimes be cleaner to setup a distribution list in your email system and send a notification to that via the triggers email external action.