Manage Actions Ticket Statuses in “My Notifications”

Actions, API and Admin

Configure email, mobile, and in platform notifications when ticket statuses change.

Stay informed by getting notified when the following Actions status changes occur:

  • New Ticket Created
  • Escalation Changed
  • Stage Changed
  • Queue Assigned
  • Tag Applied
  • Comment Added
  • Attachment added/removed

To create a Ticket Created or Updated notification:

  1. From the platform, click the Settings icon.
  2. Decide who should receive notifications.
    • Individual users: Click Users. Click into a specific user. Click My Notifications.
    • All users under a role: Click Roles. Click into a specific role. Click Notifications.
  3. Click Add Notification.
  4. Select Ticket Created or Updated from the event dropdown.
  5. Click Next.
  6. Adjust notification settings:
    • Rule Name: Name your notification.
    • Channel: Choose the delivery channel. Options include: Email, Mobile Push Notification, Platform Notifications Tray.

      The following fields are dependent on this selection.

    • Frequency: Select how often to receive notifications. Options include: Immediate, Daily, Weekly, Monthly, Quarterly.

      Mobile Push Notifications and Platform Notification Tray alerts both default to Immediate and cannot be adjusted at this time.

    • Subject & Custom Message: Email notifications only. Enter a subject line and custom message to be delivered in the notification.
    • Alert For: Email notifications only. Select the locations to be alerted about.
    • Source: Select which review sources (including surveys) to be alerted about.
    • Ticket Event: Select the action that triggers the notification. Options include: New Ticket Created, Escalation Changed, Stage Changed, Queue Assigned, Tag Applied, Comment Added, Attachment added/removed.
    • Queues: Select which queues to be alerted about. Select one or many.
    • If creating at the role level, check the box to copy this notification to all users with this role if desired.

  7. Click Save.

From the “My Notifications” tab, you can view notifications, toggle each on or off, edit, save as new, or delete notifications.