Managing Ticket Notifications – As the Ticket Owner

As the owner of a ticket—meaning you created it or someone submitted it on your behalf—you can choose what types of updates you’d like to receive through web notifications (inside Incident IQ) or email alerts.

Notes:

• Email notifications are sent after a short delay of approximately 5 minutes.

• If you are also assigned to the ticket as an agent or team member, those roles may override your owner notification settings.

Use the steps below to update your notification preferences, followed by a breakdown of each notification option available to ticket owners.

How to Update Your Notification Settings

1. Click your profile icon in the top-right corner of Incident IQ.

2. Select My Settings > Notifications.

3. Scroll to the "As Owner" section.

4. Check or uncheck the boxes next to each option for Web and Email notifications, based on your preferences.

Notification Options for Ticket Owners

These options control what updates you’ll receive for tickets you own.

Ticket Activity

Receive a notification when someone else adds one of the following to your ticket:

• A comment

• A part

• A resolution action

You will not be notified about your own activity.

Ticket Closed

Be notified when a technician or team marks your ticket as Closed.

Ticket Created

Get an immediate alert when you submit a ticket yourself.

Ticket Created For Me

Receive a notification when someone else submits a ticket on your behalf.

Ticket Updated

Get notified when someone else makes any of the following changes:

• Updates the status (e.g., Open → In Progress)

• Changes the assigned agent or team

• Modifies the asset attached to the ticket

You will not receive notifications for updates you make yourself.