Notification Mails

Notification mails are sent by Helpdesk system to stakeholders in the Helpdesk system. These mails are sent for events.

Important Stakeholders

1. Customer

Person who raises support request by sending an email to the Helpdesk mailbox or by filling the support form.

2. Notification Group members

Members who are notified of the events that occur in HelpDesk System.

3. Assignee

Ticket Assignee is the staff member responsible for ticket

4. Staff Participants

Other Staff members subscribed to ticket

5. Participants (Customer)

Added on CC by customer while submitting a query via email.(Refer 7.1 for details) or while filling the support form (Refer 7.3).

Each entry in the matrix below suggests whether a mail is sent to an entity (column) on an action (row).

Note: This is the default notification behaviour that Helpdesk follows. You can change this from settings. (Refer 7.4 Notification Email Setup for details)

	Event	Customer	Group	Assignee	Staff Participants	Customer Participants
1	Ticket Created	Yes	Yes	Yes	Yes	Yes
2	Edit Ticket contentby Assignee / Staff Participants	No	Yes	Yes	Yes	No
3	Ticket re-assigned	No	Yes	Yes	Yes	No
4	Staff Participant added	No	Yes	Yes	Yes	No
5	Staff Participant removed	No	Yes	Yes	Yes	No
6	Followup added by Customer	Yes	Yes	Yes	Yes	Yes
7	Followup added by Assignee / Staff Participant	Yes	Yes	Yes	Yes	Yes
8	Followup edited by Assignee / Staff Participant	No	Yes	Yes	Yes	No
9	Followup edited by Customer	No	Yes	Yes	Yes	No
10	Edit Sensitive Followup by Staff Participant / Assignee	Yes	Yes	Yes	Yes	Yes
11	Edit Sensitive Followup by Customer	Yes	Yes	Yes	Yes	Yes
12	Edit Staff Only Followup by Assignee / Staff Participant	No	Yes	Yes	Yes	No
11	Delete followup by Customer	No	Yes	Yes	Yes	No
12	Delete followup by Staff Participant / Ticket Assignee	No	Yes	Yes	Yes	No