Admin Email Notification when a new ticket is open

[macaculus]

Hello!

I need that the admin user receives an email notification when a ticket is open by a customer.
How can I do to setup this functionality?

Is very important to have a notification via email when operators are not working.
I have Hesk version 2.4


Best Regards,
Leo.

[Klemen]

HESK will send notifications to all users (who have access to ticket category and haven't disabled notifications) if you turn "Auto-assign tickets" to "OFF".

With auto-assign set to ON (default), tickets will be assigned to a staff member after being submitted and only the assigned member will receive a notification.

[gurdain]

HESK will send notifications to all users (who have access to ticket category and haven't disabled notifications) if you turn "Auto-assign tickets" to "OFF".

With auto-assign set to ON (default), tickets will be assigned to a staff member after being submitted and only the assigned member will receive a notification.

Is this only for admins though?

I've just gone live, and it seems only admin users are receiving notifications...
I have set up all users to access all the categories, but they're not receiving notifications unless they are an administrator...

[Klemen]

All users should be receiving notifications.

Do the non-admin staff have access to unassigned tickets and tickets assigned to others?

[gurdain]

Yes, non-admins can do everything apart from:
Delete enquiries
Edit enquiry replies
Delete any enquiry notes
Manage knowledgebase
Manage users
Manage categories
Manage help desk settings
Can run reports (own)
Can run reports (all)
Can export enquiries

I'll check to see if I've accidentally modified the pipe_functions.php compared to the original...

But non-admins are not getting notifications for new tickets....they are getting notifications for new PMs of course

[gurdain]

i added another test non-admin account

seem to be receiving notifications

added a 2nd test non-admin account

that is also receiving notifications

but all the non-admin accounts added previously are not getting notifications.......

[Klemen]

Just ran a test on my help desk and it works fine here.

Your other non-admins probably have notifications disabled in the profile. Try logging into their account and check the Profile page.

Note: when creating a new user if you don't select "Can view unassigned tickets" the notifications are disabled in their profile by default (this can later be changed from their account). However, if you select "Can view unassigned tickets" when creating a new user the notifications will be enabled by default.

[gurdain]

Great thats sorted!

Turned out originally the options were different for those users thats why it was turned off in their profile section.