Service and Support Ticket Notifications

   Overview   

This knowledge base article provides an overview of the unique notification behavior associated with tickets opened in the service and support portal compared to regular emails. Understanding these nuances is essential for effectively managing and responding to tickets in the support portal.

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   Key Points   

  • Ticket Notifications:

    • Most notifications from support portal tickets are generated through ticket comments or updates.
    • Workflow assignment notifications can also be received. To learn more about Service and Support workflow, CLICK HERE.
    • When a comment or update is generated, a thread is created in your ticket feed.
    • Replies to the thread via email or directly on the thread are added to the ticket feed.

  • Sender and Reply Address:

    • Notifications are sent from the person who generated the notification, using the email address notify@teamdynamix.com.
    • To reply successfully, maintain the "To" line as Ticket Reply ticketreply@uga.edu. Please use this designated reply email address when responding to tickets. It is essential to avoid forwarding your response to a support email, such as onesource@uga.edu. Forwarding your response may inadvertently prevent the technician responsible for your ticket from receiving your reply.
    • A code included at the bottom of every ticket reply allows Team Dynamix to automatically add your message to the ticket thread.
      • Note: If you need to reference an old ticket and decide to forward a notification from that ticket to a support email address (such as onesource@uga.edu), including the code at the bottom of the forwarded message may disrupt the automatic ticket creation process and potentially delay the support you require. To prevent this, you delete the code from your forwarded message. Alternatively, you can reference the ticket ID when creating your new ticket.

  • Message from Client Portal:

    • Messages received from the client portal include the list of individuals originally notified.
    • When replying, all individuals listed will receive a notification with your reply.

By familiarizing yourself with these notification behaviors, you can effectively engage with tickets in the support portal, ensuring smooth communication and collaboration among all involved parties.

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