Is there a way to set our Discourse community so that any time there is user activity (posts, replies, etc.) that it sends a notification to a particular email address? My company’s ticketing system has an email-to-task feature that will create a ticket for us when an email is sent to a set email address. This would immensely help us in making sure our users are getting responses in a timely manner and nobody is getting unintentionally ignored. Thanks in advance for any assistance with this! 
You can have a user watch particular categories (so you’d create a user with your ticket email address). Maybe you want watch-first-post. I don’t think you want a new ticket for every reply to a message?
But what you really want, I think, is a plugin that interacts with your ticketing system. You don’t mention it by name, but there are some plugins already for some ticket systems.
From the Wild Conjecture Department: If whoever is responding to tickets isn’t paying attention to the forum, then it sounds like they don’t have any reason to participate on the forum (like they get some kind of credit for closing tickets, but none for participation on the forum) and that all that matters is the ticketing system. I’d think what you want is to have whoever is attending to tickets to be getting notifications from the forum so they’ll pay attention to it.
1 Like
Thank you for your suggestions!!
That first idea sounds promising - setting up a user with our ticketing email address to watch first posts. I was also looking into the API options as a possibility but I don’t know enough about them to determine if that’s a plausible solution. I looked into the plugins options, and it looks like the Zendesk plugin has the functionality we’re looking for, but we don’t currently use Zendesk.
We generally don’t have a lot of activity on our forum, so we are not able to monitor it closely and have been relying on the notifications to keep up with new posts or replies, but that has been inconsistent thus far. Hopefully we’ll figure something out soon!
That’s great! My idea was that you could use that plugin as a base to write a plugin that works with whatever your ticket system is. If you don’t have a programmer, you can ask in Marketplace. If you know what API calls are required by your system, it could be just an hour or two.