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 content by 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

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