How do I know when there's ticket activity?

LibraryH3lp can notify staff and guests when ticket activity occurs.

Email Notifications (Staff & Guest)

Email notifications keep staff and guests informed about ticket activity, even when they are not actively using the Tickets module.

Common notification events include:

• New ticket creation
• Ticket assignment or reassignment
• Ticket updates
• New notes
• Ticket transfers
• Ticket closure

Guests can also receive ad hoc emails, which are custom messages sent by staff from within a ticket. Ad hoc emails are useful for requesting additional information, providing updates, or communicating directly with a guest.

Email notifications are configured using Notification Templates under Settings.

See the Email Notification Templates documentation for details on configuring notification events, recipients, and message content.

Note: Staff can individually opt out of receiving all email notifications in their individual preferences or administrators can opt staff out via the user management area of the standalone Ticket page.

Visual Notifications (Staff-only)

When you are actively using the Tickets module, visual notifications appear in the upper-right corner of the screen whenever ticket activity occurs. These notifications provide immediate awareness of new tickets, updates, assignments, and other ticket events.

Desktop Notifications

If desktop notifications are enabled in your browser and operating system, LibraryH3lp can also display notifications outside of the Tickets window.

Desktop notifications are especially useful when:

• Tickets is open in another browser tab
• Tickets is minimized
• You're working in other applications

This helps ensure that important ticket activity is not missed, even when Tickets is not the active window.

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