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Tickets

Tickets notifications and their recipients

When **Notify upon the appearance of a new Ticketi** is enabled, Hanna selects the Staff that need to be notified about the new entry.

Last updated 13 days ago

If the option notify only persons responsible for the client is disabled, notification recipients are selected based on the Tickets department. If enabled, notifications are sent to the Staff responsible for the client.

A separate setting controls client responses. Enabling notify only persons responsible for Ticket restricts the list of recipients to those responsible for the Tickets itself. If disabled, the entire Tickets department team may be notified.

A general switch does not mean that every recipient will receive both an email and a system notification. Each team member can have their own notification preferences. The department card also contains options controlling the response sender and the new Tickets email.

If a notification did not reach the team member, check:

  1. whether the relevant general notification is enabled;
  2. the Tickets department;
  3. the persons responsible for the client and the Tickets;
  4. the team member personal notification preferences;
  5. the department's email settings.

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