cancel
Showing results for 
Search instead for 
Did you mean: 

Ticket Updates - sporadic email notifications

Superuser
Superuser
Posts: 1,806
Thanks: 393
Fixes: 4
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
Mike
4 REPLIES
Gel
Seasoned Pro
Posts: 1,496
Thanks: 152
Fixes: 12
Registered: 02-08-2007

Re: Ticket Updates - sporadic email notifications

Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
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
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
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.
Chris Pettitt
Cloud Environments Engineer
Superuser
Superuser
Posts: 1,806
Thanks: 393
Fixes: 4
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
Mike