TDT-Helpdesk handles all notifications via email. The Notifications section of the System tab controls how events trigger emails and who receives them.
The Notification Events page lets you disable specific event types, review the active template and set site-wide subscriptions.
Turning off district-wide notifications disables emails for both technicians and end users. If you only want to silence certain events, close or assign tickets manually rather than disabling all notifications.
Selecting Edit next to an event allows you to choose the active template and subscribe technicians to that event.
A site-wide subscription means the subscriber will receive all notifications for the event. To receive fewer emails, subscribe to specific Ticket Views instead.
Notification templates define the emails sent for different events. The System tab includes several example templates that you can use, edit or delete. Templates cannot be assigned to an event on this screen; after creating or editing a template, go back to the Events page and choose Edit to assign it. Templates are categorized by event type: Ticket templates cover ticket creation, assignment/unassignment and closing, while Message templates are for replies.
Technician templates are reserved for a future feature.
The Show Formatting Help button displays a list of mail-merge tokens. Tokens insert ticket or user information into your template. Use the syntax guidelines in the help section to format tokens correctly.