Difference between revisions of "Ticket Notifications"
From WHMCS Documentation
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| − | + | ==Notifications== | |
| − | + | Support ticket actions trigger email notifications as shown below: | |
<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 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>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> | ||
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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. Notifications may also depend on permissions and the origin of the ticket.</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> | ||
| + | |||
| + | ''* Department Members only receive '''Client Reply''' and '''Change of Ticket Department''' notifications when there is no flagged admin user.'' | ||
===Definitions=== | ===Definitions=== | ||
| − | * '''Ticket Watchers''' | + | * '''Ticket Watchers''' — Any admin user who is watching a ticket via the Admin Area. |
| − | * '''Department Members''' | + | * '''Department Members''' — Any admin user who chose to receive ticket notifications for a given Support Ticket department and has the '''Support Emails Admin''' role. |
| − | * '''Assigned User''' | + | * '''Assigned User''' — Any admin user to is assigned to or unassigned from a ticket. |
| − | * '''Owner''' | + | * '''Owner''' — The related client's [[Users_And_Accounts|account owner]]. |
| − | * '''User''' | + | * '''User''' — A user with access to the related client. |
| − | * '''Contact''' | + | * '''Contact''' — The related client's contacts. |
| − | * '''CC Recipients''' | + | * '''CC Recipients''' — A recipient who has been added to the ticket to receive a carbon copy (CC) of ticket-related emails. |
Revision as of 16:49, 22 July 2021
Notifications
Support ticket actions trigger email notifications as shown below:
| 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.
* Department Members only receive Client Reply and Change of Ticket Department notifications when there is no flagged admin user.
Definitions
- Ticket Watchers — Any admin user who is watching a ticket via the Admin Area.
- Department Members — Any admin user who chose to receive ticket notifications for a given Support Ticket department and has the Support Emails Admin role.
- Assigned User — Any admin user to is assigned to or unassigned from a ticket.
- Owner — The related client's account owner.
- User — A user with access to the related client.
- Contact — The related client's contacts.
- CC Recipients — A recipient who has been added to the ticket to receive a carbon copy (CC) of ticket-related emails.