Ticket notifications

Your workspace includes editable request received and solved email notices. Open Settings → Project → Notifications to change their text, expected reply time and channel or brand scope. The received notice includes the ticket reference and expected reply time. Use the same placeholders as saved replies; a missing value is shown as a template failure in the outcomes list instead of being sent literally.

A new customer request receives at most one acknowledgement per ticket. Solving a ticket sends at most one solved notice, even if it is reopened and solved again. Notices go to the requester and to customer CC recipients whose address is proven: someone your team added as a recipient, a CC who has written to the ticket or to your support address themselves, or a signed-in widget customer. An address that only appears in an email's Cc line gets no notice until then. A visitor's own widget address can receive its notice; typing an address into a widget does not prove that address belongs to a customer CC.

Automatic notices use the proven identity address, or a valid preferred mailbox explicitly changed by your team. Saving an unrelated profile field or resubmitting the same address preserves its source. A preference change records the member or scoped API credential and time; invalid mailboxes are refused. An unusable operator preference sends no notice rather than falling back to another address. A Reply-To header or a different address typed into the widget cannot redirect a notice. Existing preferences with no recorded source remain available for operator replies; change the preferred mailbox in the customer profile to use a new address for automatic notices. A widget ticket keeps its own widget identity address even after the customer replies by email. Mail returned through the reply address issued to that exact mailbox proves it on the resulting ticket, including a new ticket after Closed.

Machine-generated mail, suspended or isolated mail, imported history and merge operations do not produce these notices. Redelivery does not send another copy. Public replies continue to use the ticket's customer recipients and their individual reply addresses.

Open your Profile → Notification tab to choose inbox and email delivery for assignment, customer updates, group tickets, tickets you follow and mentions. Your notification inbox links each notice to its ticket and lets you mark it read. Your existing unassigned-activity preference controls the unread digest for unassigned tickets.

Only current teammates with access to the ticket receive team notices. An unassigned group ticket alerts the current group; an assigned ticket alerts its assignee. Followers receive updates and mentioned teammates receive their mention. Your own action does not notify you. Removing a member or disabling a delivery preference stops future deliveries.

Delivery outcomes are retained. A provider's acceptance is not proof that the person read the message. An uncertain provider result is never replayed automatically. Local rer dev suppresses external mail; the same settings and inbox remain available.

An export includes these settings and outcomes. Restoring it disables saved automatic trigger templates, cancels queued notices and revokes partner reply access. Review the settings before enabling notifications in the restored installation. Editable macro drafts and private history remain available.

Web push, mobile push and personal Slack or Teams delivery are separate channel work and are not included in this round.