Ticket events become alerts

What moves

New tickets, replies, status changes and service level breaches are sent to the Notification Centre, which delivers them by bell and e-mail to the right people. Assigning a ticket and ratings send nothing.

Before you start

• Both modules in your plan
• The person to tell has a login; an outside customer is not alerted

Step by step

1. Helpdesk agentHelpdesk & Ticketing

   Replies publicly to a ticket or moves it to Resolved.

   You see:The change is recorded.

2. SystemNotification Centre

   Works out who to tell: the requester for a reply or status change, the assignee (or the desk's default person) for a customer reply, managers for a new ticket, and assignee plus managers for a breach.

   You see:A notification is prepared per person.

3. RequesterNotification Centre

   Receives the alert in the bell and by e-mail, per their preferences.

   You see:They know the ticket moved without checking.

Related

• Helpdesk & Ticketing
• Notification Centre
• A good rating earns the agent a badge
• A help centre website with a contact form
• A ticket carries the CRM customer it concerns
• A new ticket is triaged, assigned and resolved
• A website demo request reaches the vendor's sales inbox
• Connections between modules