[SOLVED] Categories

[ttuhsc-user]

I'm a bit confused about the function of categories, especially in terms of notification emails, viewing tickets, etc. Does assigning a user to various categories change how HESK sends notification emails for tickets, and/or which tickets a user can or cannot view/reply, etc?

[Klemen]

Yes it does - staff members will only receive email notifications and be able to view tickets from the categories they are assigned to (have access to).

[ttuhsc-user]

So when a new ticket is created, an initial email is sent to both the Support email defined on the General tab, as well as copied to all members of the category that the ticket was submitted under? But once a ticket has been assigned, any future emails are only between the original submitter and the user who the ticket was assigned to?

[Klemen]

Almost like that:

If "auto-assing tickets" is turned ON in HESK settings, then the ticket is automatically assigned to a staff member by HESK - in this case only the assigned staff member receive the initial and all future emails.

If auto-assign tickets is off then yes, an email notification is sent to all staff with access to the ticket category until a ticket is assigned to one staff member. Also note that each staff member may opt out of receiving notifications in his/her Profile page.

The support and webmaster emails are never sent notifications to, these emails are given to customers as an alternative contact means in case of any errors. For example if database is unreachable due to a server fault, the customer is asked to contact that email directly.

[ttuhsc-user]

Ah, that clarifies a lot. Thanks!