Ticket Notifications

Ticket notification settings control the workspace-level emails FyneDesk sends when tickets are created, change status, or receive replies and comments. Use them to keep the right people informed without sending every update to everyone.

Where to find it

You need to be an Admin. In FyneDesk, open Admin Settings → Tickets → Notifications.

Status-change notifications for staff

Choose who should receive an email when a ticket status changes.

• Assigned agents and co-assignees only keeps status emails focused on the people responsible for the ticket.
• All agents and admins is useful for very small teams where everyone watches the whole queue.

For most teams, start with assigned agents and co-assignees only. It reduces noise and makes the notification more meaningful.

Reply and comment notifications for staff

There is a separate audience choice for emails about replies and comments. Choose assigned agents and co-assignees or all agents and admins. Review this setting as well as the status-change audience; changing one does not change the other. Each staff member's personal notification preferences also apply.

Requester status updates

You can choose whether the requester receives an email when a ticket status changes. Turn this on when customers should be kept aware of progress. Turn it off if your team prefers to send manual customer updates only when there is useful context.

Ticket-created confirmations

FyneDesk can send a confirmation email when a requester creates a ticket through supported channels such as email, the Client Portal, or live chat. This reassures the requester that the request was received and gives them a ticket reference.

• Email-created tickets can send a confirmation after an inbound email becomes a ticket.
• Portal or live-chat tickets share a separate confirmation setting.

Notification content

On Pro and higher, admins can choose whether resolved or closed notifications include the resolution note and whether agent notifications include the ticket description. These content controls are separate from the audience settings. Review the information that could reach customers before enabling resolution notes in customer-facing emails.

Recommended setup for new teams

1. Send staff status-change emails to assigned agents and co-assignees only.
2. Turn requester status updates on if your customers expect progress emails.
3. Set the separate reply-and-comment audience to match how your team works.
4. Turn ticket-created confirmations on for email and portal/live-chat tickets if those channels need an acknowledgement.
5. Ask each agent to review their personal notification preferences in My Settings → Notifications.
6. Create a test ticket and move it through a few statuses to make sure the right people receive emails.

Troubleshooting

An agent is not receiving emails. Check that the workspace setting includes them, that the ticket is assigned to them if you chose assigned-only notifications, and that their personal notification preferences are on.

Everyone is getting too many emails. Switch staff status-change emails to assigned agents and co-assignees only.

A requester did not get a confirmation. Confirm the ticket was created through a supported channel and that the requester email address is valid.

Emails are going to spam. Ask the recipient to check spam or quarantine, then add your FyneDesk sender address to the allowed list.

Privacy & trust

Notifications can include ticket details, so avoid putting passwords, private keys, payment details, or sensitive personal information into ticket titles or public comments. Use internal notes for team-only context, and keep internal notes separate from customer-facing replies.