Table of Contents
FAQs
Note: There are two ways to update a ticket: 1) by clicking Actions > Update and 2) Selecting the update button at the bottom of the screen. Both options have the same behavior.
Q: Notification emails are separated by ‘ticketing user’ and ‘requestor’ labels. What’s the difference between the ‘ticketing user’ and ‘requestor’ emails?
A: If someone has TDX access, they will always get the ‘user’ emails.
If someone does not have TDX access, they will get the ‘requestor’ emails.
Q: If someone is noted as an ‘additional person to notify’ in a public-facing form, does the ticketing agent see this in their ‘Ticket Created’ email?
A: No – this information does not appear in the email. They must go into TDX to see additional people to notify.
Q: Do ‘additional people to notify’ get the ticket created notification emails?
A: If the ticket is submitted through a public-facing form (such as https://ohio.edu/classroom-help), then the additional people will not get notified when the ticket is created.
- However, ticketing agents can choose to notify the ‘additional people to notify’ in subsequent updates.
If submitted through TDX, ‘additional people to notify’ will only get notified if Notify contacts is checked. Then, the additional contact will get the Ticket Created (Ticketing User) or Ticket Created (Requestor) email, depending on whether they have TDX access.
Q: When a ticket is updated in TDNext, does the ‘additional person to notify’ get notified automatically?
A: No. The additional person will be added as a contact that can appear in the notify drop down, but you will need to manually select them for them to be notified.
The additional person to notify would then get the Ticket Updated (Requestor) or (Ticketing User) template, depending on their level of TDX access.
Q: When a ticket is updated (via actions > update), who gets notified?
A: In TDX, the responsible group will get the Ticket Updated (Ticketing User) email if the notify the new resource….is checked.
The requestor will also get the Ticket Updated email. (Their info should auto populate under notify).
Any other contacts listed under Notify or Notify Other People will get the ticket updated email as well.
Q: What happens when a customer replies to a TDX email?
A: The responsible party or group gets the Comment Added email. It also shows up in the ticket feed.
Anyone notified in the initial step, and anyone in the reply chain, also gets the Comment Added email. For example:
- If Anne updates a ticket and Harry, Sarah, and Jim are selected as people to notify, they all get a ticket updated email.
- If Harry replies to the email, the responsible party, Sarah and Jim will get a comment added email.
- If Jim responds to the email triggered by Harry's reply, everyone in step #1 will be notified via the comment added email.
In TDX, emails and their replies show up under their parent thread.
- For example, if people respond to an email triggered from “changed status from new to in process”, their emails will be grouped together.
- If another action is taken on a taken on a ticket (ex: changed status from in process to waiting on customer), and people reply to this notification email, those emails will be grouped together under the ‘parent’ action (Changed Status from in process to waiting on customer).
Q: What happens when you reply to a TDX notification email and copy someone on the email?
A: TDX adds the copied person as a contact to the ticket that ticketing agents can choose to notify when they update the ticket or leave a comment.
Note: If there is an email thread in which someone is copied, the copied person will not get all future email replies due to how email tokens behave. View Replying to Another Person’s Token in Notification Scenarios [TDX].
Q: If someone leaves a comment on a ticket via the comment button in TDX, who is notified?
A: If someone selects the green comment button near the bottom of the screen, whoever is indicated in the notify field will get the Ticket Comment Added (Ticketing User) or (Requestor) email. (People do not get notified via email of their own comment).
You can also check the make comments private (only visible to Ticketing users) box so comments are only viewed by TDX users. Any TDX user that you choose to notify will get an email notification.
- Note: If you make a comment private (only visible to Tickets users) and put a non-TDX user in the notify box, you’ll get the following error message:
- One or more requestors, contacts, or other people have been selected and the comments are marked as private.
Q: If someone comments on a thread in TDX, who is notified?
A: If a ticketing user comments on a thread in TDX, it notifies everyone who was notified in the original step with the comment added email template. (Whoever leaves the comment won’t get an email).
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