Why It Matters
Alerting agents the moment a ticket is assigned or updated ensures critical SLA timers aren’t breached simply because someone didn’t realize they had new work in their queue.
How to Set It Up
- Access the Settings: Navigate to Setup → Notifications to open the core notification area.
- Locate the Event: Find the specific event relevant to your IT staff—such as “New Ticket,” “Ticket Assigned,” or “New Followup.” You can find this by scrolling through the list or using the built-in search option. Once found, click on the event to open its details page.
- Update Recipients: Click on the Recipients tab from the sidebar. Edit the list to explicitly include the Technician in charge or Group in charge. This guarantees the right people get pinged automatically the moment action is required on their workload.
Next Steps
Assign a test ticket to a colleague and confirm they receive an immediate email alert prompting them to review their newly assigned task.
Was this helpful?
Thanks for your feedback!
