what conditions trigger notification e-mails?

my2blues · Post by **my2blues** » Tue May 22, 2007 11:52 pm

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I would like to know what conditions trigger e-mail notifications that something has changed?

It seems that once a ticket has been opened, adding comments at any time while the ticket is open does not result in an e-mail notification that something has been added/changed etc. regardless of who entered the comment (customer or staff). Is there a setting that controls the degree of e-mail notification?

Thank You

Post by **Klemen** » Wed May 23, 2007 8:24 am

E-mails are sent after customer replies to all the users that have access to that category and which have "Notify me of new tickets" selected in their profile.

If you're not receiving the e-mails check one of the old topics about the e-mails not being sent issue.

my2blues · Post by **my2blues** » Wed May 23, 2007 9:37 pm

I think all is working OK, so is it true that the customer will not be notified when his/her ticket s closed?

Post by **Klemen** » Wed May 23, 2007 11:04 pm

That's correct, yes. The customer will be notified when a reply to the ticket has been added by staff, but not if you just change status.