New Ticket Notification

[ChanceD2]

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I am having a hard time understanding who gets a new ticket notification when a new ticket is submitted. Can you please help me understand who gets a new ticket notification when no one is assigned?

Thanks!

[Klemen]

Notifications are sent to:

1. the customer (person submitting ticket)

2. all staff that satisfies these two conditions:
- has access to the category the ticket has been submitted into
- has "A new ticket is submitted with owner: Unassigned" enabled in the "Profile > Notifications" (enabled by default).

Version 2.3 will have an auto-assign tickets feature where Hesk will automatically assign new tickets to appropriate staff members so only the person who the ticket is assigned to will receive notification.

[jgold723]

How are tickets "assigned"? I don't see any field in the submission form for assigning -- just a category option.

John

[Klemen]

The customer doesn't have the option to assign tickets - HESK does that automatically based on criteria like who has access to what category and how many open tickets are already assigned to each person.

You can re-assign as necessary from the admin interface.