c.Support Community

I'm trying to set up cSupport so it will send a message to one of our reps when an Incident is assigned to them.  I have been able to get the notifications to go to the customer, but for some reason the representative never gets any message.  What might I be missing, or where should I be looking to get this working correctly.

Hi AllenMike,

While another c.Support user may certainly pop on here and give you some assistance on this topic, you should also feel free to contact the GWI Support Team directly.  They will gladly assist you. 

Any company on an active support/maintenance contract (which they can easily look up) can feel free to leverage their expertise by contacting them at either Support@gwi.com or 1-360-397-1099.

Best,
Eric

 Please do feel free to contact our support team for assistance with this as Eric noted, but I just wanted to reply to let you know that the routing notification is suppressed when a technician routes a ticket to them self.  If you are routing tickets to yourself to test whether or not the routing notifications you've configured via the SLA feature are going out it will seem that they are not, but if you have someone else route a ticket to you, you may find that they are being sent.

When I started assigning the tickets to a different account, the notifications went out as expected.

Thanks!