Revision as of 09:40, 13 May 2021

Actions affecting support tickets will trigger email notifications.

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

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

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