In this section you can configure the sender details for ticket notifications.
Please note that email sending must be configured under Config ➝ Main ➝ Email first.
Sending emails from a name or email address different from the email account used for SMTP login may be prohibited by your email service provider or disabled on your mail server, please be attentive when configuring this.
Scheduled auto-assigning example:
Let's imagine a situation where you (administrator "splynx") are the lead-support engineer. You have another support engineer (administrator "admin") and you've started to use shifts. The administrator "splynx" will work from 09:00 to 14:00 and all tickets will be assigned to him, and the administrator "admin" will work from 14:00 to 23:00 and "splynx" admin doesn't want to re-assign all tickets to "admin" while he is not working. For this purpose, we have a feature of the scheduled auto-assigning of tickets for a time period, and it can be configured to auto-assign all tickets to the administrator "admin" from 14:00 to 23:00.
First of all, a project should be created under Scheduling ➝ Projects
and an admin has to be selected as the project lead (all tickets will be assigned to him).
Then to make all tickets assigned to the administrator "admin" you have to create a task Scheduling ➝ Tasks under your project which you are using.
Select the correct project, create descriptions, assign it to the admin which will receive all tickets and the most important - enable the option "Schedule". In this example, it's scheduled from 14:00, for 9 hours so from 14:00 to 23:00, all tickets will be assigned to "admin" and after 23:00 "splynx" will receive all tickets again.
Admins for auto-assigning tickets can be configured here.
Admins available for auto-assigning tickets, choose the option All available admins (will not be assigned to anyone) in the field
Sending notificationsand select Any groups in Default ticket group section, and after that, the customer creates a ticket from the Customer portal - the notifications will be sent to all admin account (-s) from the field
Admins available for auto-assigning ticketsand to the customer as well.
More examples are at the bottom of this page.
The configuration of ticket statuses. Custom statuses can be added/removed under Config ➝ Helpdesk ➝ Miscellaneous ticket configuration ➝ Ticket statuses.
The configuration of default ticket types after creation. Custom ticket types can be added/removed under Config ➝ Helpdesk ➝ Miscellaneous ticket configuration ➝ Ticket types
Select default group for tickets from Portal - the option to choose the default group for tickets created from Portal
In this case, the ticket will be assigned to the IT group, notifications will be sent to all admins from the IT group. No matter if some admins are selected in the "Admins available for auto-assigning tickets" field. A group has to be specified.
With this setup, the ticket will be assigned to one of the selected admins in the "Admins available for auto-assigning tickets" field; a notification will be also sent to this admin.
The most popular setup is when only 1 admin is selected in the "Admins available for auto-assigning tickets" field and all tickets will be assigned to this admin, then this administrator can decide to whom assign the specific ticket.
In this example, the ticket won't be assigned to the administrator but admins selected in the "Admins available for auto-assigning tickets" field will be notified.
Below you can find an example when a ticket will be assigned to the IT group and only an administrator from the IT group will get a notification. In this case, administrators selected in the "Admins available for auto-assigning tickets" field won't get a notification because they are not in the IT group:
To find out more about ticket groups please visit this page.
In ticket notifications configuration, you should pay attention to the "Scope" that each admin has. You can find these settings under Administration ➝ Administrators. You may face issues when some administrator has scope = "Global" and you assign ticket to a group; in this case, this admin won't receive a notification because of the global scope.