Customer notification email when ticket is reassigned to another agent — Frappe Helpdesk

Business Apps Frappe Helpdesk
1

Hi,

I am using Frappe Helpdesk on a private bench. I have the following requirement:

When Agent 1 reassigns a ticket to Agent 2, the customer should
automatically receive an email notification like:

“Your ticket #TICKET-001 has been assigned to James.
They will get back to you shortly.”

What I have tried:

  1. Notification on ToDo doctype (New event) — but unable to
    fetch customer email dynamically from HD Ticket
  2. Server Script on HD Ticket Before Save — but unsure if
    this works on Helpdesk portal context

Questions:

  • Is there a standard way to handle this in Frappe Helpdesk?
  • Does Server Script on HD Ticket fire when assignment
    changes from Helpdesk agent view?
  • Is there a hook or override available for this in
    Helpdesk app itself?

Frappe Version: 16
Helpdesk Version: 1.22.2

Thanks

2

Easiest fix is a Server Script:

  • Script Type: DocType Event
  • Reference Document Type: ToDo
  • Doctype Event: After Insert
if doc.reference_type == "HD Ticket" and frappe.db.exists("HD Agent", doc.allocated_to):
    ticket = frappe.get_doc("HD Ticket", doc.reference_name)
    if ticket.raised_by:
        agent = frappe.db.get_value("HD Agent", doc.allocated_to, "agent_name")
        frappe.sendmail(
            recipients=[ticket.raised_by],
            subject=f"Your ticket #{ticket.name} has been assigned",
            message=f"Your ticket #{ticket.name} has been assigned to {agent}. They will get back to you shortly.",
            reference_doctype="HD Ticket",
            reference_name=ticket.name,
        )

This fires no matter where the assignment happens, agent desk, portal, or the API, because they all go through the same ToDo.

Note: I did not test the code so no guarantee that it works out of the box

3

Bringing this one back up because it’s an interesting topic! Marc’s suggestion about using a Server Script sounds promising. Has anyone tried implementing this solution? I’m wondering if there are any updates on its effectiveness or any tweaks that might improve it. Also, any additional examples of similar scripts or hooks would be awesome to see if anyone has them to share!