Configuring email alerts for ticketing systems

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HTML Formatted emails are optimized for viewing in desktop or handheld mail client, such as Mail.app or Outlook.

Plain Text formatted emails are designed for consumption in ticketing systems.

Settings > Emails

Navigate to Settings > Emails.

Email Settings, Configured For a Help Desk

New Warnings Email

When Plain Text is selected, reports are sent with the following characteristics:

  • Plain text formatting takes the guesswork out of HTML interpretation.
  • Separate emails are sent, one per issue, allowing each to be addressed separately.
  • Demographics are included to help identify the affected computer.
  • Auto-muting links prevent duplicate tickets by allowing issues to be muted for 7 or 30 days with the click of a link.

Open Warning Emails

Open Issue emails are a daily recap of all open issues. This email is designed to be sent to the email address/distribution list of people directly responsible for management of incoming work.

Open Warning Emails

Daily summary emails send one email with all open issues daily at the specified time.

Individual emails will send one email for each open warning.


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