topic Re: Ticket Updates - sporadic email notifications in Plusnet Feedback

Ticket Updates - sporadic email notifications

ITWorks — Thu, 03 Jul 2014 11:43:36 GMT

I have noticed over the last few months , when an agent has updated a ticket for me to look at, , some times i will get an email notification, other times not, is there a problem?
For example ticket 87778987 was updated this morning , no email notification.
Regards
Mike

Re: Ticket Updates - sporadic email notifications

Gel — Thu, 03 Jul 2014 11:45:54 GMT

Is it linked to our notification preferences; you can specify SMS & or e mail notifications.

Re: Ticket Updates - sporadic email notifications

Oldjim — Thu, 03 Jul 2014 11:48:39 GMT

There is an option for the agent to tick or untick the update notification
I don't know which is the default and whether it is related to who opens the ticket in the first place

Re: Ticket Updates - sporadic email notifications

Pettitto — Thu, 03 Jul 2014 11:59:56 GMT

A lot of the comments added onto that ticket are started with:
**internal**
We put this when the notes added to the ticket are internal reference only. For example, if another agent comes across the ticket, it's handy for them to know what's going on. We e-mail all customer facing responses though.

Re: Ticket Updates - sporadic email notifications

ITWorks — Thu, 03 Jul 2014 12:12:29 GMT

Quote from: Chris
We e-mail all customer facing responses though.

Chris , i have not been getting them sometimes, for the customer facing response though.

Quote from: Oldjim
There is an option for the agent to tick or untick the update notification

It seems a case of agents not bothering to tick the the box to send me an email notification, like my ticket that was updated this morning ?
Regards
Mike