Who gets notified

Who: Admins
Where: Settings → Notifications

Check a box to notify that audience. A dash means that audience can’t be chosen. The defaults are:

When	Goes to by default	Can also go to
A ticket is raised	Requester (always), Staff, Admins	Client-wide
Staff reply	Requester	Client-wide
The requester replies	Assignee	Client-wide, Staff, Admins
Someone else replies	Requester, Assignee	Client-wide, Staff, Admins
Resolved or closed	Requester	Client-wide
Set to In progress	No one	Requester, Client-wide
SLA target at risk	Assignee	Staff, Admins
SLA target missed	Assignee	Staff, Admins

Audiences

Audience	Who it is
Requester	The person who raised the ticket.
Client-wide	Client accounts with All client tickets on.
Assignee	The person assigned. All staff and admins while unassigned.
Staff	Everyone with the Staff role.
Admins	Everyone with the Administrator role.

Notify people on their phones and computers.

Send email over SMTP or Microsoft 365.