Configuring notifications for ticket replies

To access a queue's Notifications settings go to Admin > Queues > Edit Queue () icon for the queue > Notifications tab.


The New Reply Notifications option allows you to configure which users should be notified when a patron replies to an existing ticket.

  1. In the New Reply Notifications field, select which users you want to be notified about replies to tickets.
    • Owner and Notification Emails: notifications will be sent to the ticket's owner and all addresses listed in the queue's Notification Emails setting.
    • Owner: notifications will be sent to the ticket's owner only.
    • Notification Emails: notifications will be sent to all addresses listed in the queue's Notification Emails setting. If the ticket's owner is not listed there, then that person will not receive a notification.
    • No One: no user will receive a notification email. With this option, users will have to log into LibAnswers to see if new replies have been received.
  2. Save your changes.

Example of configuring new reply notifications

Related Articles