Agent Notifications

Agents and admins can choose receive email notifications of new tickets and replies.  This is particularly useful for low activity help desks where ticket volume is low.  To opt in to notifications, visit the admin settings and choose “notifications” from the agent settings area.  There are three different types of notifications you can receive:

Email me when a new private customer conversation has been received
This will email you a notification any time a new private ticket has been received.  The notification will include the message from the user, and you can either click a link to view it online or reply directly to the email.

Email me when a new public customer conversation has been posted
This will email you a notification any time a new public community postadded.  The notification will include the message from the user, and you can either click a link to view it online or reply directly to the email.

Email me when a reply to a private customer conversation has been received
This will email you a notification any time a reply to a private conversation has been received.  The notification will include the message from the user, and you can either click a link to view it online or reply directly to the email.

Any notification that has been received can also be replied directly via email.


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