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Ticket Updates - sporadic email notifications

ITWorks
Superuser
Superuser
Posts: 2,107
Thanks: 756
Fixes: 9
Registered: ‎05-11-2008

Ticket Updates - sporadic email notifications

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

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

4 REPLIES 4
Gel
Aspiring Champion
Posts: 2,332
Thanks: 299
Fixes: 29
Registered: ‎02-08-2007

Re: Ticket Updates - sporadic email notifications

Oldjim
Resting Legend
Posts: 38,460
Thanks: 787
Fixes: 63
Registered: ‎15-06-2007

Re: Ticket Updates - sporadic email notifications

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
Pettitto
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 6,346
Fixes: 5
Registered: ‎26-11-2011

Re: Ticket Updates - sporadic email notifications

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.
ITWorks
Superuser
Superuser
Posts: 2,107
Thanks: 756
Fixes: 9
Registered: ‎05-11-2008

Re: Ticket Updates - sporadic email notifications

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

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.