I have a question regarding notifications. When an Agent gets assigned to a ticket, by default is that supposed to trigger an email notification to the ticket owner, or does the email only get sent when the ticket is started?
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It all depend on the settings for notification for each user. If a user has "Ticket Created" selected, an email will be sent as soon as they submit the ticket. If they have "Ticket Updated" selected, an email will be sent when the agent begins working on the ticket and the status changes, notifying the owner.
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