Notification system

Our ticketing system offers you the possibility of receiving notifications both via email and through Teams to facilitate each support request management.

These notifications inform you about the status of your tickets, the comments of other users or agents and the new updates available.

As previously said, notifications are both via MS Teams and email and they’re triggered as per following:

1. When users submit a support request, they must set an Area and a Topic. Based on these two parameters, agents assigned to those specific Area or Topic receive the notifications.

2. Managers and administrators can assign the ticket to an agent. Once they do this, the Agent will receive a notification, saying “A ticket has been assigned to you”. Agents can also assign the ticket to themselves.

3. The agent can read the ticket and move it to another Topic, if this is necessary for the correct resolution of the support request. Once the ticket is moved, the agents of the new Topic will likewise receive the notification.

4. Agents can answer the ticket thanks to the chat available on the right-hand side of each ticket interface. Once the press on “Send”, the requestor will receive a notification alerting them about this.

5. Agents can change the ticket status (i.e., change it from “In progress” to “Solved”). Once they do so, the requestor will receive a notification about this.

This system has been set up to make your ticketing experience easier and more efficient. However, it’s possible for you to set personalized flows with PowerAutomate. Click here to discover more about this.