Could Rancher Support automatically notify an (email) endpoint on our side on all of our ticket activity?

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No. Ticket update notifications, by default, are only sent to the requester of the ticket and any email addresses included in the CC by the requester. During the lifecycle of a ticket, the requester could however add additional email addresses to the ticket. Simply as a CC when replying by email or from the Add to conversation section of a ticket from the Support Portal.

It is common for customers to CC a special team alias in all their Rancher tickets so that email notifications to this alias could be used for triggering any of their internal workflows and notifications.

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