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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!

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.

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

John

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.