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Tickets: What happens when replying to ticket notification emails

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In LibAnswers, notification emails will be sent when replying to tickets, leaving internal notes, or reassigning tickets to other users. You can also choose to notify certain users when new tickets are received, as well. When replying to one of these email notifications, a different action will occur on the ticket. Below is a summary of what happens when replying to a specific type of notification.

Ticket action Who is notified? What happens when replying to the email?
New ticket in queue If one or more emails have been set in the queue's Notifications > Notification Email settings, those users will receive a notification alert when a new ticket is submitted by a patron. Otherwise, no one will be notified via email. The first person to reply to this email will claim the ticket and that reply will be sent to the patron.

If a user replies after a ticket has been claimed by someone else, the patron will not receive the reply and the user will be notified of this.
Patron replies to a ticket This depends upon the queue's Notifications > New Reply Notifications settings. Commonly, however, the ticket owner and any CC'ed addresses will be notified. All replies will be sent to the patron, the ticket owner, and any CC'ed addresses.
Reply sent to patron The patron and any CC'ed addresses.

This depends upon the queue's Notifications > New Reply Notifications settings. Commonly, when the patron replies to these notifications, a reply will be added to the ticket and the ticket owner and any CC'ed addresses will be notified.

When a patron replies to a ticket that was last updated more than the value set for the Break Replies into a new Ticket after X Months setting, that reply will become a new ticket; the new ticket will also include an internal note so it's easy to find the original ticket thread.

Internal note added to ticket Any users selected from the Email Note to dropdown when creating the note. (This can include both users and address book entries.) Replies will be logged as internal notes and the ticket owner will be notified if the replies were added by other users. If the initial note was sent to multiple users, they will only receive replies that are sent using Reply All.
Ticket assigned to another user The new ticket owner and any CC'ed addresses (which can include both users and address book entries). Only the ticket owner can reply to the patron. The reply will be sent to the patron and any CC'ed addresses.
Ticket assigned to an address book entry The selected address book recipient and any CC'ed addresses (which can include both users and address book entries). If the address book recipient replies to the queue's email address, then the reply will be logged as an internal note.

In order to reply to the patron, the address book recipient must forward the email and enter the patron's email address in the TO line (the default email template includes these instructions for the address book recipient).