In HappyFox Service Desk, notifications play a crucial role in keeping agents informed about ticket updates. When a ticket was created for a team or assignment group without a specific assignee, email notifications were broadcasted to all members of the team or group. Additionally, agents added as subscribers to a ticket received notifications for subsequent updates.
To improve control over notifications, two new toggles have been introduced to manage ticket subscriber notifications and broadcast email notifications when a new ticket is created or updated without an assigned agent.
Notification Toggles:
1. Notify Ticket Subscribers on Replies
This toggle controls whether ticket subscribers receive notifications when a reply or update occurs.
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Toggle ON: All subscribers will receive notifications whenever there is a reply or update to the ticket.
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Toggle OFF: Subscribers will not receive notifications.
2. Notify All Team/Category Agents on a Reply to an Unassigned ticket
This toggle determines whether all agents in a team or category receive notifications when a ticket is unassigned.
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Toggle ON: Notifications will be sent to all agents in the team or category when the ticket is unassigned.
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Toggle OFF: No broadcast notifications will be sent when the ticket remains unassigned.
Notification Control for Assigned Agents:
The notification toggle next to each team now controls notifications for the assigned agent of a ticket.
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Toggle ON: Notifications will be sent to the assigned agent whenever a reply or update is made.
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Toggle OFF: No notifications will be sent to the assigned agent, subscribers, or the team for unassigned tickets, even if the other two toggles are enabled. This serves as the minimum notification control, ensuring that no notifications are sent when assigned agent notifications are disabled.
Notes
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This notification will be available for all ticket types in HappyFox Service Desk.