Difference between revisions of "Ticket Notifications"
From WHMCS Documentation
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<table class="table table-bordered"> | <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><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><td></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>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><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>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><td></td><td></td><td></td><td></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><td></td><td></td><td></td><td></td></tr> | ||
<tr><td>Admin Reply</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td></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><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><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><td class="text-center"><span class="fa fa-check-circle"></span></td></tr> | ||
Revision as of 10:41, 16 May 2021
Actions affecting support tickets will trigger email notifications.
The following matrix defines who will be notified for each action.
| Action | Ticket Watchers | Department Members | Flagged Admin | Owner | Users | Contacts | CC Recipients |
|---|---|---|---|---|---|---|---|
| Ticket Opened | |||||||
| Client Reply | |||||||
| Admin Reply | |||||||
| Change of Ticket Options | |||||||
| Change of Ticket Department | |||||||
| Ticket Assigned | |||||||
| Ticket Unassigned |
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
- Owner - The user designated as the owner of the client account for which the ticket relates
- User - A user with access to the client account for which the ticket relates
- Contact - A contact configured on the client account for which the ticket relates
- CC Recipients - A recipient who has been added to the ticket to receive a carbon copy of the ticket related emails