onebluea Posted January 30, 2013 Share Posted January 30, 2013 The main (first) administrator email account receives a copy of all new tickets and each ticket response. The client receives copies of all new ticket openings and responses. All techs assigned to a group receive notification of a new ticket for that group (i.e. hosting, tech, etc.) The tech assigned to the ticket ("flagged" to the ticket) does not receive any additional responses entered by clients. The main (first) administrator account I created on my system receives the response notification emails. All admins are set to receive notifications when a ticket is replied to or opened (check-box). All admin groups are set to receive notifications when a ticket is replied to or opened (check-box). Is the system sending a notification email to the first admin in the list (admin-id order), but not the rest? 0 Quote Link to comment Share on other sites More sharing options...
Bubka3 Posted February 1, 2013 Share Posted February 1, 2013 If a ticketed is flagged to a tech, other techs will not receive a response email. The main admin account most likely has the permission for all tickets. 0 Quote Link to comment Share on other sites More sharing options...
onebluea Posted February 2, 2013 Author Share Posted February 2, 2013 OK, I think I have figured out the exact issue. If a customer logs in and replies, we do get the notification email. If another tech replies on the ticket, we do NOT get the notification email. Is there a setting that may be changed so that no matter who comments on a ticket, the flagged tech gets a notification? Thank you for your response Bubka3. 0 Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.