> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Notify Contact After Ticket Dispatch

> Automatically notify customers when their ticket is assigned, confirming details and introducing the assigned technician

## 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.

<Info>
  This is a Triggered workflow that activates immediately after a ticket has been dispatched and assigned to a technician.
</Info>

## Setup

<Steps>
  <Step title="Create the workflow">
    Name it "Notify Contact After Dispatch" and set the type to Triggered.
  </Step>

  <Step title="Configure triggers">
    Set triggers for "Workflow Finished" and point to your Dispatch workflow
  </Step>

  <Frame>
    <img src="https://mintcdn.com/neoagent/ZehlekbIqLw4bFvp/images/actions/dispatch-notify-contact.png?fit=max&auto=format&n=ZehlekbIqLw4bFvp&q=85&s=de760ab8461feec770294582decf50e6" alt="Notify Contact configuration showing Time Entry notification mode" width="388" height="126" data-path="images/actions/dispatch-notify-contact.png" />
  </Frame>

  <Step title="Add assignment filters">
    Filter to only target tickets that have been assigned to a technician:

    <Tabs>
      <Tab title="ConnectWise">
        Use the filter: **Owner.Name is not null**

        This ensures the workflow only runs when a ticket has an assigned owner.
      </Tab>

      <Tab title="Autotask">
        Use the filter: **assignedResourceId is not null**

        This ensures the workflow only runs when a ticket has an assigned resource.
      </Tab>
    </Tabs>

    <Tip>
      You may also want to add filters for specific ticket types, priorities, or boards to limit which tickets trigger this notification.
    </Tip>
  </Step>

  <Step title="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
    ```
  </Step>

  <Step title="Add Notify Contact action">
    In the Notify Users section:

    1. Select **Notify Contact** as the action
    2. Set the notification mode to **Time Entry**
  </Step>
</Steps>

<Warning>
  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.
</Warning>