Ticket Email Notifications
This article provides details of CommTrak Ticket Notifications; for additional information about Tickets, please see the CommTrak Support Centre section, Tickets.
When a new ticket is created, and when existing tickets are reassigned, ticket email notifications are sent to the Department or Staff member to whom the ticket has been allocated.
The details of the default internal ticket notifications are provided below; however, please note that the notification email templates can be modified in Settings General Settings Email Notifications.
The New Support Ticket notification email contains the following information (where relevant and available):
- Ticket ID
- Subject
- Ticket Type
- Time Created
- Instigator
- Priority
- Customer Name
- Contact Person
- Customer Address
- From (email address)
- Attachment information
- Description
The Support Ticket Update notification additionally contains the following information:
- Updated By
Direct Link
Internal ticket notifications contain a Direct Link which, when clicked, will open a browser window displaying a summary of the ticket information. Clicking the summary will open the ticket in a separate pop-up browser window.
If the user is not currently logged-in, at the time the Direct Link is clicked, the CommTrak login screen will be presented in the browser window.