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| − | Actions affecting support tickets will trigger email notifications.
| + | #REDIRECT [[Support_Tickets#Notifications]] |
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| − | The following matrix defines who will be notified for each action.
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| − | <table class="table table-bordered">
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| − | <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>
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| − | <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>
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| − | <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>
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| − | <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 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>
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| − | <tr><td>Change of Ticket Options</td><td class="text-center"><span class="fa fa-check-circle"></span></td><td></td><td></td><td></td><td></td><td></td><td></td></tr>
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| − | <tr><td>Change of Ticket Department</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><td></td></tr>
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| − | <tr><td>Ticket Assigned</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></td><td></td><td></td></tr>
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| − | <tr><td>Ticket Unassigned</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></td><td></td><td></td></tr>
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| − | </table>
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| − | <div class="docs-alert-warning"><i class="fa fa-info-circle"></i> You will not receive an email notification for any changes you initiate yourself.</div>
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| − | ===Definitions===
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| − | * '''Ticket Watchers''' - Any admin user who has elected to watch a ticket via the admin interface
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| − | * '''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
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| − | * '''Assigned User''' - Any admin user a ticket is assigned or unassigned from
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| − | * '''Owner''' - The user designated as the owner of the client account for which the ticket relates
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| − | * '''User''' - A user with access to the client account for which the ticket relates
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| − | * '''Contact''' - A contact configured on the client account for which the ticket relates
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| − | * '''CC Recipients''' - A recipient who has been added to the ticket to receive a carbon copy of the ticket related emails
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