Ubersmith can be configured to automatically notify any and all appropriate admin users when ticket activity occurs in the Support Manager. Most events that take place in the Support Manager will illicit a notification email to be sent to one or more admin users. Which notifications are received is configurable on a per user basis. If necessary, additional non-user associated addresses can be notified as well.
Support ticket notifications are sent when the following event types occur in the Support Manager:
- New Ticket Received
- Client Follow Up Received
- Staff Comment or Follow Up Posted
- Ticket Assigned or Reassigned to a user
- Ticket Moved In or Out of a Department
If the event occurs to a ticket that is assigned to particular user, that user will always receive an email notification of the activity. The personal notification preferences of a user determine which notifications they will receive for tickets that have not been explicitly assigned to them.
Admin users can configure which notifications they receive from Ubersmith on a per department basis on the 'User Preferences' page in Settings. Upon loading the page, the user will be presented a list of the departments currently configured in the Support Manager under the heading 'Support Department Preferences'. In a grid next to each department name will be a check or - indicating the user's preference receiving that type of notification.
The available notification types are as follows:
Notify me of New Tickets received
When checked, this option will notify the user of all new tickets entered into the department.
Notify me of Comments/Replies on Unassigned Tickets
This option will notify the user of any comments or client/staff follow ups posted to tickets not currently assigned to an admin user in the department.
Notify me of Client Replies on All Tickets
This option will notify the user of all client follow ups in the department regardless of which admin user the ticket is explicitly assigned to.
Notify me of Staff Replies & Comments on All Tickets
This option will notify the user of all staff follow ups or comments in the department regardless of which admin user the ticket is explicitly assigned to.
Notify me of Tickets moved in
This option will notify the user of any tickets that are moved in to the department.
Notify me of Tickets moved out
This option will notify the user of any tickets that are moved out of the department.
These settings will be overridden if a ticket has either been assigned or subscribed to by a user. For as long as they are assigned or subscribed, the user will receive all activity notifications for that ticket.
In addition individual admin users, an email address can be configured to receive all activity notifications on a per department basis. When editing the details of a department in the Support Manager on the 'Manage Departments' page in Settings, any address set in the 'Staff Notification Address' will automatically receive notifications of all activity in that department. This includes new tickets, client and staff follow ups and staff comments being posted to any ticket in the department.
Include in New Tickets
The last option next to each department does not affect ticket notifications. This option allows the user to specify whether the tickets in the particular department are to be included when viewing the list of 'new' tickets in the support manager.