{"id":8921,"date":"2024-12-11T17:07:28","date_gmt":"2024-12-11T17:07:28","guid":{"rendered":"http:\/\/getglow.io\/?post_type=wiki&#038;p=8921"},"modified":"2025-01-15T12:00:12","modified_gmt":"2025-01-15T12:00:12","slug":"receiving-notifications-for-support-tickets","status":"publish","type":"wiki","link":"https:\/\/getglow.io\/wiki\/receiving-notifications-for-support-tickets\/","title":{"rendered":"Customise who receives support ticket notifications"},"content":{"rendered":"\n<p>All notifications for support tickets are sent by email. There are a few ways for you to customise who gets notified about new tickets and ticket replies.<\/p>\n\n\n\n<p>See below:<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The first time your client raises a ticket from email<\/h2>\n\n\n\n<p>When your client raises a ticket from email for the first time, ie. they email your support mailbox (which forwards the email to your Glow account as a ticket), the person who created your Glow account will be the person who is both assigned to that ticket and notified about it by email.<\/p>\n\n\n\n<p>That person can then decide to either handle the ticket, or <a href=\"#assign\">assign it to a teammate<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Decide who gets notified<\/h2>\n\n\n\n<p>There are a couple of different ways you can decide which person in your team receives notifications about new tickets and ticket replies.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Assign a teammate to a client<\/h3>\n\n\n\n<p>The first way is to assign a teammate as the default support ticket manager for a particular client. You do this by going to <code>Clients<\/code> &gt; <code>Client<\/code> &gt; <code>Settings<\/code> &gt; <code>Tickets<\/code> and in the dropdown menu showing there, simply choose the person in your team who should be notified whenever this client raises a new support ticket.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"560\" src=\"https:\/\/getglow.io\/wp-content\/uploads\/2024\/12\/glow-client-area-settings-ticket-assigning-1024x560.png\" alt=\"screenshot of glow on the tickets screen of the client area, where you can choose which teammate gets notified when this client raises a ticket\" class=\"wp-image-9128\" srcset=\"https:\/\/getglow.io\/wp-content\/uploads\/2024\/12\/glow-client-area-settings-ticket-assigning-1024x560.png 1024w, https:\/\/getglow.io\/wp-content\/uploads\/2024\/12\/glow-client-area-settings-ticket-assigning-300x164.png 300w, https:\/\/getglow.io\/wp-content\/uploads\/2024\/12\/glow-client-area-settings-ticket-assigning-768x420.png 768w, https:\/\/getglow.io\/wp-content\/uploads\/2024\/12\/glow-client-area-settings-ticket-assigning.png 1440w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>When this client raises a ticket, that person will also be assigned to the ticket automatically.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"assign\">Assign tickets to teammates<\/h3>\n\n\n\n<p>Assigning tickets to teammates happens during the course of handling a ticket. So this section is related to <strong>after<\/strong> a ticket has been raised and a teammate notified about that.<\/p>\n\n\n\n<p>If when reviewing a ticket, a teammate decides that a different teammate is better placed to handle it, they can assign the ticket to them.<\/p>\n\n\n\n<p>Open the ticket by going to the <code>Support Tickets<\/code> screen in the main left hand menu and clicking into the ticket. In the top right corner you&#8217;ll see the name of your teammate currently assigned to the ticket. Click the <code>Change<\/code> link below their name and select the teammate from the dropdown menu that you want to assign the ticket to.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"560\" src=\"https:\/\/getglow.io\/wp-content\/uploads\/2024\/12\/glow-assign-support-ticket-pt-4-1024x560.png\" alt=\"screenshot of glow on the support ticket correspondence screen, showing how you can assign a ticket to a different teammate\" class=\"wp-image-9129\" srcset=\"https:\/\/getglow.io\/wp-content\/uploads\/2024\/12\/glow-assign-support-ticket-pt-4-1024x560.png 1024w, https:\/\/getglow.io\/wp-content\/uploads\/2024\/12\/glow-assign-support-ticket-pt-4-300x164.png 300w, https:\/\/getglow.io\/wp-content\/uploads\/2024\/12\/glow-assign-support-ticket-pt-4-768x420.png 768w, https:\/\/getglow.io\/wp-content\/uploads\/2024\/12\/glow-assign-support-ticket-pt-4.png 1440w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>That person will now be assigned to the ticket and will receive an email notification letting them know you&#8217;ve assigned it to them.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>All notifications for support tickets are sent by email. There are a few ways for you to customise who gets notified about new tickets and ticket replies. See below: The first time your client raises a ticket from email When your client raises a ticket from email for the first time, ie. they email your [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"wiki-sections":[90],"class_list":["post-8921","wiki","type-wiki","status-publish","hentry","wiki-sections-support-tickets"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customise who receives support ticket notifications - Glow<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/getglow.io\/wiki\/receiving-notifications-for-support-tickets\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customise who receives support ticket notifications - Glow\" \/>\n<meta property=\"og:description\" content=\"All notifications for support tickets are sent by email. 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