Notification mails are sent by Helpdesk system to stakeholders in the Helpdesk system. These mails are sent for events.
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.
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|
|2||Edit Ticket contentby Assignee / Staff Participants||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|