I've noticed I don't get emails when a user replies to a comment on a ticket. It would be helpful to have some kind of notification (OS-level would be ideal,) to show that a user has replied to or submitted a new comment on the ticket. I know there is an icon that shows in corner of the ticket from the Helpdesk view to show a notification, but within the console app there's no clear and certain way to ensure the page is refreshed to show this indicator if there has been a new comment.
Hi!
Thank you for your feedback. Notification improvements are indeed planned, but unfortunately it is too early to say when.
In the meantime, the notification settings can be configured in the Admin Center to send e-mails to different user groups when a new comment is added to a ticket:
- End-users
- All helpdesk service members
- Assigned agent
Please let me know ff you have trouble making the feature work for you, and we will investigate how we can help.
Best regards,
Gyula Mucsi
Senior Product Manager
