Skip to main content

​
Overview

Improve customer communication by automatically notifying contacts when their ticket is dispatched and assigned to a technician. This workflow sends a professional confirmation message that includes ticket details and introduces the assigned technician, creating transparency and setting clear expectations.
This is a Triggered workflow that activates immediately after a ticket has been dispatched and assigned to a technician.

​
Setup

1

Create the workflow

Name it “Notify Contact After Dispatch” and set the type to Triggered.
2

Configure triggers

Set triggers for “Workflow Finished” and point to your Dispatch workflow
3
Notify Contact configuration showing Time Entry notification mode
4

Add assignment filters

Filter to only target tickets that have been assigned to a technician:
  • ConnectWise
  • Autotask
Use the filter: Owner.Name is not nullThis ensures the workflow only runs when a ticket has an assigned owner.
You may also want to add filters for specific ticket types, priorities, or boards to limit which tickets trigger this notification.
5

Add Build Message action

In the Smart Actions section:
  1. Select the Build Message action
  2. Set the note type to Customer Facing
  3. Add instructions for the message format
Example of instructions:
Compose a professional message to the customer that:
- Confirms we received their request and ticket details
- Introduces the assigned technician by name
- Maintains a friendly, reassuring tone
6

Add Notify Contact action

In the Notify Users section:
  1. Select Notify Contact as the action
  2. Set the notification mode to Time Entry
Avoid creating notification loops by ensuring that the option “Run workflow only once per ticket” is enabled in case the ticket is assigned to a different technician.