When does HESK send email notifications and to whom?

Here is a brief overview of what email notifications are sent in HESK and when:

Customer submits a new support ticket:

• email is sent to the customer,
  
  
• if "Auto-assign tickets" is ON (Admin panel > Settings > Help desk tab), ticket is assigned to one staff member and a notification is sent to that staff member only,
  
  
• if "Auto-assign tickets" is OFF, notification is sent to all staff members who have access to ticket category and "A new ticket is submitted with owner: Unassigned" selected on their Profile page (Notifications tab).
  
  

Staff submits a new support ticket within admin panel:

• email is sent to the customer,
  
  
• if an owner is assigned to the submitted ticket (either manually selected or auto-assigned), notification is sent to the assigned owner,
  
  
• if ticket is submitted as "Unassigned", notification is sent to all staff members who have access to ticket category and "A new ticket is submitted with owner: Unassigned" selected on their Profile page.
  
  

Customer replies to a ticket:

• if the ticket is assigned (has an owner), notification is sent to the owner only,
  
  
• if the ticket is unassigned, notification is sent to all staff members who have access to the ticket category and "Client responds to a ticket with owner: Unassigned" selected on their Profile page.
  
  

Staff replies to a ticket:

• email is sent to the customer.
  
  

Staff moves a ticket to a new category:

• if ticket is already assigned (has an owner), no notifications are sent,
  
  
• if "Auto-assign tickets" is ON (Admin panel > Settings > Help desk tab), ticket is assigned to one staff member and a notification is sent to that staff member only,
  
  
• if "Auto-assign tickets" is OFF, notification is sent to all staff members who have access to the new ticket category and "A new ticket is submitted with owner: Unassigned" selected on their Profile page (Notifications tab).
  
  

Staff member posts a note to a ticket, assigned to someone else:

• email is sent to the assigned staff member.
  
  

Staff member sends a private message to another staff member:

• email is sent to the recipient of the private message.
  
  

Staff uses the "Reset password" form:

• email with a password reset link is sent to the email address entered into the form, if it matches a staff member email address.