Specific Ticket Notifications

As part of standard functionality, agents with administrator permissions can create automated notifications to be sent to a certain group of recipients of agents and/or customers. These are standard notifications, e.g. for when the owner of the ticket has changed or the ticket has been moved to another queue.

Now, with the feature, agents without administrator privileges can also create individual, event-based notifications, albeit with the limitation that they can only be sent to their own email address. For example, an IT-service employee can configure individual notifications in order to be informed as soon as there is a change in the priority of a specific customer’s ticket.

  • Stay informed regarding ticket changes, even when working outside of the agent interface.

  • React to changes more quickly.

  • More personalized configuration of notifications, avoiding a flood of information.

Target Groups
  • Internal and external IT

  • Customer service

  • Sales

  • Finance

Available in Service Package

Package Name in OTRS Package Manager
  • OTRSSpecificTicketNotifications

Scroll to Top