The help desk tells your team about new tickets, replies and assignments by email and in the notification bell, and tells requesters about their own tickets by email. This page lists who hears about what.

Overview

What your team receives

Each of these is an email with an Open the ticket button, and the same notice in the bell at the top of every page.

• A new ticket. Users who can work tickets get mail about every new ticket. There is no off switch. The mail goes out while the ticket is pending; a ticket opened already assigned goes to its assignee instead. Whoever opened the ticket is not told about it.
• A ticket assigned to you. You are told when someone else assigns a ticket to you, never when you take it yourself.
• A requester's reply. A reply from the requester, by email or in the portal, goes to the user assigned to the ticket. While nobody has the ticket, or the user who has it can no longer sign in or see tickets, it goes to every user who can work tickets. It also goes to the ticket's user subscribers.
• Your team's replies and notes. When someone on your team writes on a ticket, the user assigned to it is told, unless they wrote it. Your team's replies also go to every subscriber by email. A private note tells the ticket's user subscribers that a note was added, with a link to the ticket but never what the note says; subscriber addresses outside your team are not told.
• A mention. When a private note mentions you, you are told in the bell, with what the note says. You are also emailed, unless you subscribe to the ticket or it is assigned to you: then the note's own notice already reached you by email.

Nobody is told about their own reply, note or change. Users are told only while they can sign in and can see tickets.

Replying takes a ticket

A reply on a ticket nobody has assigns it to you. Nobody is emailed about that, and the ticket leaves Pending. A private note does not assign the ticket.

Writing on a ticket subscribes you

Writing a reply or a note on a ticket makes you a subscriber, so you hear about the requester's replies from then on, whoever has the ticket. To stop, open the ticket and click Unsubscribe at the top of the page. Anyone who can see tickets can unsubscribe themselves; you can subscribe again by writing on the ticket, or someone can add you under Subscribers.

Linking an unmatched sender

A ticket mailed in from an address that matches nobody does not acknowledge the sender. When a user clicks Link sender and links them to an employee or contact, that person is sent the acknowledgment at their own address, unless the ticket is already closed. See Unmatched senders.

The notification bell

The bell at the top of every page shows how many notifications you have not read. Click it to see your newest 20, unread ones marked. Click one to open its ticket and mark it read, or click Mark all as read. New notifications appear without reloading the page.

Click See all at the foot of the bell for every notification you still have, newest first, a page at a time. It opens them and marks them all read the same way. Read notifications are removed after 90 days, and unread ones after 180.

What requesters receive

Requesters get email only, from your help desk address or your own sending address, with the ticket's number in the subject, such as [IT-1042]. Answering it adds their reply to the ticket. The mail has no links into TekStacks.

• An acknowledgment when their ticket opens, with its number.
• Every reply your team writes, with its files attached. Private notes are never sent.
• A close note when the ticket is closed.

Subscriber addresses get the same replies and close note. Reopening a ticket and merging tickets send nothing.

Requirements

• The help desk turned on for your company. See Getting the help desk.
• Users are notified when they have See tickets. Mail about new and pending tickets goes to users with Reply, add notes, assign and change tickets.

Stop following a ticket

1. Open the ticket.
2. Click Unsubscribe.

You stop hearing about it, unless it is assigned to you or you write on it again.

Notes

Note: Your team's mail comes from TekStacks with your company's name in the subject. Requesters' mail comes from your help desk address.

Note: Each address gets one message per event, even when it is both a subscriber and the requester.

Troubleshooting

I do not get mail about new tickets. New ticket mail goes to users who can work tickets, and only while the ticket is pending. Check your role on Roles, and your spam folder.

There is no Unsubscribe button. You do not follow the ticket.

"That ticket is no longer available." You can no longer see the notification's ticket: it is in a client you are not working in, or your role no longer lets you see tickets. The notification is marked read.

A requester says they never got the acknowledgment. If the ticket came from an unmatched sender, nobody is acknowledged until a user links the sender.

FAQ

Can I turn off mail about new tickets? No. Every user who can work tickets is told about each new pending ticket, so none is missed.

Do requesters see private notes? No. Notes go to your team only.