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KACE Product Support Question


Can you have notification emails sent to an alternate address for end users?

06/27/2017 704 views

We are using the Kace helpdesk and find it works well for us although there is one point I've been unable to figure out.

We need to set up a field on a support ticket called "Email Address".  We want Kace to then use this field for all correspondence relating to that ticket.

It seems a pretty simple thing to do but I can't figure it out.

Cheers,

Marcus.

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Comments

  • Hey Chuck, thanks for the reply. I've gone in to "Customise emails" but there is no mention of a CC field. I can change the subject line or the body of the email, but nothing else. Am I missing something?

    I've looked at the customise rules section and it's a little too intimidating for me at this stage.
    • You should be able to select the ticket CC notifications using the Email on Events table on the queue configuration. Select the triggers to send notifications. The Customize emails link allows you to customize the message sent, not to whom it is sent.

All Answers

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You can try using the CC field, or you would have to use custom rules for your email notifications if you want to send notifications to an alternate email address. The only other option would be to update their user record with the alternate email address.
Answered 06/29/2017 by: chucksteel
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