Hi
We are using the new helpdesk app in Odoo 10, but we are facing a small problem when a new ticket is created.
Currently we are not getting notifications in either Odoo or our email when a customer sends in a new ticket through email or the website. To fix this we wanted to send the new ticket request email Cc to the helpdesk team members, but we are unable to get this working.
Is this the correct way of doing it or is there another way without having to assign the ticket to a specific employee and if the above method is the correct way, how would I get the email template to generate the email in a way so that I can add the team members Cc to the email?
I'm facing the same problem. Did you get this to work?
So far, Odoo is not sending out any automatic notification of new or updated tickets. I am getting an email when a new message is added to the ticket.
I did get this to work the way I wanted, but what I did get working was to create an automated action using Odoo Studio and then have this automated action run each time a new ticket is created in the database.
The only issue I have left is that this is getting added to the outgoing mail queue, which by default only runs every hour, so I had to change this to every 5 minutes to get a little closer to a working solution