Notifications

Who gets an email when something happens to a ticket is set on one screen: System → Settings → Mail Settings. Each event has a switch for each kind of recipient. Change the ones you want and click Save Settings.

The three columns mean:

• Admin: the Default admin email (System → Settings → Default System Email). See System email addresses.
• Staff: the staff member the ticket is assigned to. For an unassigned ticket there is nobody to send to, and the email is logged as skipped. Two events reach more staff; see the table.
• User: the customer who raised the ticket.

Every switch is Enabled on a new install. What each email says comes from its email template.

Ticket Operations Mail Setting

Event	Sent when	Admin	Staff	User	Template
New Ticket	A ticket is created.	✓	✓	always	New Ticket Admin Alert, Staff Ticket, New Ticket
Ticket reassign	A ticket is assigned to another staff member.	✓	✓	✓	Reassign Ticket
Ticket close	A ticket is closed.	✓	✓	✓	Close Ticket
Ticket delete	A ticket is deleted.	✓	✓	✓	Delete Ticket
Ticket mark overdue	A ticket is marked overdue.	✓	✓	✓	Mark overdue
Ticket ban email	A customer’s address is banned.	✓	✓	✓	Ban email
Ticket Department Transfer	A ticket is moved to another department.	✓	✓	✓	Department Transfer
Ticket Reply User	The customer replies.	✓	✓	✓	Reply Ticket
Reply on closed ticket	The customer replies to a closed ticket and replying to closed tickets is switched off, so the reply isn’t added.	–	–	✓	User Reply On Closed Ticket
Ticket Response Staff	A staff member or the administrator replies.	✓	✓	✓	Response Ticket
Ticket ban email and close ticket	Not used in 1.3.0; see below.	✓	✓	✓	–
Ticket unban email	An address is unbanned from a ticket.	✓	✓	✓	Unban email
Ticket Lock	A ticket is locked.	✓	✓	✓	Lock Ticket
Ticket mark in progress	A ticket is marked in progress.	✓	✓	✓	In Progress Ticket
Ticket Unlock	A ticket is unlocked.	✓	✓	✓	Unlock Ticket
Ticket Change Priority	A ticket’s priority changes.	✓	✓	✓	Ticket priority is changed by
Feedback Email To User	A closed ticket’s feedback request is due (timing under Feedback Settings).	–	–	✓	Feedback Email To User

A ✓ means the grid has a switch for that recipient; a dash means it doesn’t.

Notes on particular rows:

• New Ticket. The customer always gets the New Ticket confirmation; there is no switch for it. The Staff switch emails the assigned staff member or, if the ticket isn’t assigned, every staff member of its department who has the new-ticket notification permission in their role. A department with Receive Email set to Yes also gets the New Ticket Admin Alert at its Outgoing Email address, whatever the switches say.
• Ticket Department Transfer. The Staff switch emails every staff member of the new department who has the new-ticket notification permission.
• Ticket ban email. When the ban is made from a ticket, Staff is the ticket’s assigned staff member. When it is added under Email → Banned Emails, Staff is whoever added it, and User is the banned address.
• Ticket Response Staff and Ticket Reply User are the two halves of a conversation: one is sent when your side replies, the other when the customer does.

Known issues in 1.3.0

• The Ticket ban email and close ticket switches have no effect. Ban email and close ticket on a ticket sends the Ticket ban email and Ticket close emails instead, following those rows’ switches.
• The Ticket unban email switches are saved but not read. Whether unban emails go out is decided by separate settings that this screen doesn’t show, and they are on.
• Ban email New Ticket → Mail to admin (“Email sent to admin when banned email try to create a ticket”) has no effect: no email is sent when a banned address tries to open a ticket. The attempt is still recorded in the Ban Log.

Erase Data

These come from the customer’s data-erasure requests.

Event	Sent when	Admin	User	Template
Erase request	A customer asks for their data to be erased.	✓	✓	Erase user data request for admin, Erase user request data
Delete User Data	The customer’s data has been erased.	–	✓	User data deleted

Emails not on this screen

• Watchers (Pro) get Watcher: new reply, Watcher: status changed and Watcher: ticket closed for the tickets they watch, if their own email setting on the ticket is on.
• Internal mail between staff sends no email. See Internal mail.

Sending

How notifications leave the site, immediately or from a queue, is set by Outgoing Mail Delivery. Every attempt is logged. See Mail queue and logs.