Why It Matters
Automated outbound emails keep everyone informed about ticket status changes, SLA warnings, and new assignments. This prevents users and managers from having to constantly log into the portal for updates and keeps the resolution process moving smoothly.
How to Set It Up
- Access the Settings: Navigate to Setup → Notifications to view a complete list of all the automated email events configured in the system.
- Configure the Event: Click on any specific notification to open its main configuration page. Here, you can edit its Name, add Comments, toggle if it is Active (Yes/No), and determine whether the system will Allow response (Yes/No) to that specific email.
- Assign Recipients: Use the side panel to access the Recipients tab to select exactly which user profiles or groups should receive the alert (and add any necessary exclusions).
- Verify the Output: Check the Preview tab to see exactly what the outgoing message will look like before it reaches your users.
Next Steps
Update an active test ticket to trigger the specific notification you just configured, then check your inbox to ensure the email formatting, variables, and recipient routing work exactly as intended.
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