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Customer Notifications on by default

I noticed that when a Service Management agent creates a ticket and share it with an organization, the notifications for the customers are off by default.

Is there a way to change this setting and make the notifications always on by default?

notifications.JPG

1 answer

0 votes
Jack Brickey Community Leader Feb 11, 2021

Hi @Giorgos Savva , first your image is interesting to me as I don’t recall ever seeing that icon. But maybe it is because I never have notifications off, will need to play with that a bit. In any event is this NG or Classic? If Classic can you have a look at project settings > customer notifications and ensure you have the desired notifications enabled?

Hi Jack. This is the customer view of the service desk. The customer notification are on. But they only receive notifications if the have that "bell" enabled. When they create a ticket it is enabled by default. But when an agent create a ticket and adds the organization, the "bell" is off.

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