|
|
| Line 1: |
Line 1: |
| − | ==Notifications==
| + | #REDIRECT [[Support_Tickets#Notifications]] |
| − | | |
| − | Support ticket actions trigger email notifications as shown below:
| |
| − | | |
| − | <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><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>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>
| |
| − | <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>
| |
| − | <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>
| |
| − | <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>
| |
| − | <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>
| |
| − | </table>
| |
| − | | |
| − | <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===
| |
| − | | |
| − | * '''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 [[Users_And_Accounts|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.
| |