Frontline Inventory & Help Desk Management
Frontline Inventory & Help Desk Management

Email Notification Settings

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Notifications in Help Desk are automated email messages sent to users, technicians, administrators, or service groups to keep stakeholders informed about ticket activity. These email notifications are typically triggered by status changes or when comments are added to a ticket. Configuring notification settings ensures timely communication, improves response workflows, and keeps all relevant users updated.

VIDEO

Check out our related video -  Setting Up Email Notifications (3:22) - as you review this topic.

Assigning Notifications

  1. Navigation:
  2. Admin
  3. Notifications

Notification settings can be configured based on user type. To enable a notification, select the checkbox next to the desired option.

Notification settings by user type showing available email notification options

Note:

  • When a technician adds a comment to a ticket, users who receive the email notification can reply directly to the email. The reply is automatically added as a public comment in the ticket’s Activity section.
  • The Service Groups Notification option must be enabled before email notification settings become available in the "Service Group E-Mail Notification" section within Service Group Management.

Notification Triggers: Status Changes

Email notifications can also be triggered by ticket status changes. These notifications can be configured for technicians, users, and followers.

Ticket status change notification options for users, technicians, and followers

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