In case a customer is using the Default Email notifications from Admin>Email, and mentions that they would not want the same email going to all their customers, but would like more specific and catered email notifications depending on the type of customers, or rather for a specific set of customers, we can propose to make use of an Automation Rule. 


Now a Ticket Creation Automation Rule will trigger only at the time when a ticket is created. Therefore, the customized email notification can be sent out based on the specific conditions configured in the automation Rule that are satisfied at the time of ticket creation

. 

This can be done by navigating to Admin-->Workflows-->Automations-->Ticket Creation-->New Rule. 

  • Use case sample 1 :


-->Send a specific email notification only to requesters from the Companies "Amazon" and "Freshworks" :



  • Use Case Sample 2 :

    -->Send CSAT surveys only for tickets that are from companies "Amazon" and "Freshworks" :