kDesk notifications

Two channels: the bell at the top right, inside kDesk, and email.

The bell

The number on the bell is the unread notifications. Clicking it opens the list; with the «kDesk» and «Altre app» tabs you separate those from here from those of the other Kamzan products. Clicking a notification takes you to the ticket.

You get a notification when:

• a colleague mentions you with @ in an internal note;
• one of your reminders rings, or the automatic one on a stalled ticket.

Emails to agents

• A new ticket emails the agents of the area it is born in.
• Whoever receives a ticket through «Reassign» gets an email.
• The «Watchers» get an email at every customer reply, status change and reassignment.

Emails to the customer

The customer gets an email:

• for every reply of yours (never for internal notes);
• when somebody takes it, when it goes «Resolved» or «Closed», and when it is reopened — not for the waiting statuses, which are your business, and not for spam;
• if the mailbox has the acknowledgement switched on, right after the first message (“we have received your request”), in their language;
• after closing, the survey with the three faces, if it is on.

Emails to the customer also go to whoever is «Cc».

If nothing reaches you

Check that you are in the ticket’s area (notifications follow visibility) and that your account’s address is right: it is the Kamzan Account one, it is not changed from here.

Questions this guide answers

• when do I get a notification
• what does the number on the bell mean
• who receives the ticket emails
• does the customer get an email when I change status
• I do not receive notifications