Difference between revisions of "Ticket Notifications"
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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> | + | <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. Notifications may also depend on permissions and the origin of the ticket.</div> |
===Definitions=== | ===Definitions=== | ||
Revision as of 10:43, 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. Notifications may also depend on permissions and the origin of the ticket.
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.