Difference between revisions of "Ticket Notifications"

Revision as of 07:42, 13 May 2021

Actions affecting support tickets will trigger email notifications.

The following matrix defines who will be notified for each action.

</td></td>

<tr><td>Client Reply</td><td class="text-center"></td><td class="text-center"></td><td class="text-center"></td></tr> <tr><td>Admin Reply</td><td class="text-center"></td><td></td><td></td></tr> <tr><td>Admin Note</td><td class="text-center"></td><td></td><td></td></tr> <tr><td>Change of Ticket Options</td><td class="text-center"></td><td></td><td></td></tr> <tr><td>Change of Ticket Department</td><td class="text-center"></td><td class="text-center"></td><td></td></tr> <tr><td>Ticket Assigned</td><td class="text-center"></td><td></td><td class="text-center"></td></tr> <tr><td>Ticket Unassigned</td><td class="text-center"></td><td></td><td class="text-center"></td></tr> </table>

You will not receive an email notification for any changes you initiate yourself.

Definitions

Ticket Watchers - Any admin user who has elected to watch a ticket via the admin interface
Department Members - Any admin user who has elected to receive ticket notifications for a given Support Ticket department and has the Support Emails Admin Role assigned to their account
Assigned User - Any admin user a ticket is assigned or unassigned from

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Action	Ticket Watchers	Department Members	Flagged Admin	Owner	Users	Contacts	CC Recipients
Ticket Opened

@@ Line 5: / Line 5: @@
 <table class="table table-bordered">
 <tr><th>Action</th><th class="text-center">Ticket Watchers</th><th class="text-center">Department Members</th><th class="text-center">Flagged Admin</th><th class="text-center">Owner</th><th class="text-center">Users</th><th class="text-center">Contacts</th><th class="text-center">CC Recipients</th></tr><tr>
-<tr><td>Ticket Opened</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td class="text-center"><span class="fa fa-check-circle"></span></td></tr>
+<tr><td>Ticket Opened</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td class="text-center"><span class="fa fa-check-circle"></span></td><span class="fa fa-check-circle"></span></td><span class="fa fa-check-circle"></span></td></tr>
 <tr><td>Client Reply</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td><td class="text-center"><span class="fa fa-check-circle"></span></td></tr>
 <tr><td>Admin Reply</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td></td></tr>

Documentation

Difference between revisions of "Ticket Notifications"

Revision as of 07:42, 13 May 2021

Definitions