Email notifications can be triggered when a user takes the following actions in the Ticket Tracker:
| Action | Email recipients |
|---|---|
| Create new ticket | Assigned user (if a default assignee is specified) |
| Add comment to ticket | Assigned users, ticket creator |
| Change ticket status | Assigned users, ticket creator (if checkbox is selected) |
| Fix ticket | Assigned users, ticket creator |
| Close ticket | Assigned users, ticket creator |
| Assign a ticket | Assigned user |
| Deassign a ticket | Deassigned user |
A user that submits a web-based form to perform an action on a ticket has a choice about whether or not to trigger an email notification. By clicking on the checkboxes in the form, a user can turn off or on emails to either the creator or the assigned users. Email responses to a ticket always trigger notifications.
Notifications by default are enabled for every ticket. A user can choose to disable notifications when a ticket is created or by clicking on the notification link from the ticket view page.
The scripts for assigning/deassigning users to a ticket always send email notifications. These notifications will always be enabled (even if the user has disabled notifications for that ticket).
The default assignee for a team is set on the main screen for a project. A notification is sent to the default assignee when a ticket is created.
Notifications are never sent to the user that submits the form on the web site. For example, if an assignee closes a ticket he will not receive an email notification.
The From header in the notification email is set to the email address of the user that submits the web form. The Reply-to header is set to support@gnosio.com. If you reply directly to an email notification, your reply will be added as a comment to the ticket.