Ticket Notifications

Actions affecting support tickets will trigger email notifications.

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

</td><td class="text-center"></td>

<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>

You will not receive an email notification for any changes you initiate yourself.

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

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Action	Ticket Watchers	Department Members	Flagged Admin	Owner	Users	Contacts	CC Recipients
Ticket Opened
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Documentation

Ticket Notifications

Definitions