Will I receive notifications when a Ticket is updated?

Yes, you will receive notifications to keep you informed about the status of your tickets. Here’s a breakdown of when and how you’ll receive email notifications, ensuring you’re always in the loop about your support requests.

1. Account-related notifications

When you first sign up on the client portal, you’ll receive an email containing a link to set your password. If you ever need to reset your password, an email will be sent with instructions on how to do so. These emails ensure that you can access your account securely and manage it easily.

2. Ticket-related notifications

You will receive email notifications for any updates related to the tickets you create or are involved with. Here’s when you’ll be notified:

1. When a new ticket is created, whether you submitted it yourself or our team created one on your behalf, you’ll get an email confirmation.

2. When a member of our support team replies to your ticket or adds a comment, you’ll be notified immediately. This ensures you’re aware of any updates or requests for further information.

3. When you close a ticket yourself, or if our team closes or resolves a ticket, you’ll also receive an email to let you know the issue has been handled.

3. Notifications for CC’d individuals

If you’ve added someone to the CC field on a ticket, they will also receive notifications, but only in specific scenarios:

1. When a new ticket is created and they are CC’d, they will receive an email notification so they are aware of the issue being raised.

2. When a reply or comment is added by either you, someone else on your team, or one of our support team members, they will receive a notification. This helps them stay updated on any developments with the ticket.

Note: It’s important to note that individuals Cc’d on a ticket will not receive notifications when a ticket is closed or resolved. They will only be kept in the loop on the creation of the ticket and the ongoing communication within it.

These notifications are designed to keep you and your team informed throughout the ticket process. If at any point you’re not receiving the notifications you expect, feel free to reach out to us, and we’ll be happy to assist!