Notifications on helpdesk

Few topics on Helpdesk needed help with

  1. When a ticket is resolved and closed - contacts/requester doesn’t receive an email notification.
  2. When an agent responds to a ticket - it creates a new email trail rather than the same ticket email trail for the contacts/requester
  3. Notification setting where all agents are notified via email when a new ticket is created.
  4. Email notification to the agent to whom the ticket has been assigned.

1,3,4 can be configured using the Notification DocType.

2 doesn’t seem like an issue in the latest version. Which version are you using?

Hi michelle,

may I request you to give a summery how to setup? As from the provided menu items there iss “Notification Settings” but they them to be related to an user (agent).
Thanks in advance