1. Notifications - This stores templates for all notifications built into the ticketing. You can change content of the email sent or completely disable each of them by un-ticking the 'Enabled' option
| Notification | Details |
| Ticket Auto-response | - Notification sent to Submitter once their ticket is created - Contains subject and body of the ticket |
| New Ticket Has Been Created | - Notification sent to Admin that new ticket has been created - Contains ticket number, subject and body of the ticket - Contains link to the ticket |
| Ticket Assigned to Agent | - Notification sent to Agent once ticket has been assigned to them. - Contains link to the ticket |
| Ticket Response Received | - Notification sent to Agent once ticket which is assigned to them has been responded to - Contains body of the response - Contains link to the ticket |
REMARK: If you disable any notification or reminder they will be disabled for all users.
2. Reminders - This tab contains all Reminders available in Ticketing. Reminders are emails and reports sent automatically to Agents or Admins. Each of them can be disabled in the same way as Notifications.
Please check the table below for more details on the each reminder.
| Reminder | Details |
Unresolved Tickets - Admin | - Sent on Friday with Excel list of all Unresolved (status Open or In progress) tickets in the system - Sent only to users marked as Admins |
| Unassigned Tickets - Admin | - List of all Unassigned tickets in the system - Sent daily to Admin - No attachment - It has link to each Unassigned ticket in the body of the email |
| Unresolved Tickets - Agent | - Sent on Friday with Excel list of all Unresolved (status Open or In progress) tickets assigned to the Agent - Sent to Agent |
| Not Actioned Tickets - Agent | - List of all tickets in Status Open assigned to the Agent - Sent daily to Agent - No attachment - It has link to each Opened ticket in the body of the email |
