Is there a way for me to change which Users get notifications?

Hi Caitlin,

I think maybe this KB article will help clear some thing up regarding who gets notified from a reply by email to a system notification. It should be able to better explain how reply by email is handled, and it also provides a contextual example of a reply thread.

Take a look at that and see if it helps to explain why some of your folks may not be receiving the notifications you mentioned. If help is still needed, let me know and I'll be happy to assist further.

Sincerely,
Mark Sayers
TeamDynamix

Thanks, Mark!

Hi Mark,

Do you have any more advice for this?

Thanks,
Caitlin

Mark,

We have email replies on, so when a customer replies to the email they get about a ticket, it goes directly into the ticket and notifies us. I am getting the notifications, as are the other people in my office, so I am assuming that it is set up correctly.

Thanks,
Caitlin

Caitlin,
Is the client selecting to notify anyone when they comment on the ticket? If they post a comment to a ticket and do not notify anyone, there will be no way that anyone can be alerted to the fact that a comment was added.

Sincerely,
Mark Sayers
TeamDynamix

Hi Mark,

Thanks for your quick response! Unfortunately both of the users who are having the issue already have the box checked for "included in notifications". Notified is also set to "True" for each group they're in.

Thanks so much,
Caitlin

Hi Caitlin,

If your client is notifying a group, and a couple of members to not receive that notification, you will want to check out those particular members group settings. To do so, you or an organization Admin need to go to Admin > Users & Roles > Users > [select the user]. Go to their Groups section and make sure the check box for "Included in notifications" is checked.

Please try this for your users who are not currently receiving the group notifications and see if it fixes the problem for them.

Sincerely,
Mark Sayers
TeamDynamix