Receive Ticket Email Alerts

Users can subscribe to ticket email alerts depending on how often they want to receive alerts, as well as which information they would like to receive.

• Real-time: When enabled, the user will receive a comment every time a ticket is created, receives a comment, or is resolved. Email will always be limited to the user's permissions and areas of access; they will not receive emails for locations they do not have access to. For existing users, you can further limit emails by using the advanced email options (see below).
• Escalation: These email alerts will be sent when a ticket is created and remains in the Open status for a selected length of time. This is helpful if you expect your team to respond to tickets within a certain time-frame, such as 24 hours. Only one escalation email will be sent per ticket.
• Inbound email ticket is not assigned: This option only available to people with access to view tickets that are unassigned to a location.

Advanced options

Advanced options allow you to filter and limit the ticket emails that a user will receive. This is useful for users who have broad access to the account, but may only want to receive emails about tickets within a certain ticket category, which have a minimum priority, or that are for specific areas.

Advanced options are only available to existing users. If you are creating a new user, please save that user first, then edit to see the advanced options.