Documentation / Notifications
Documentation
- Getting Started
- Installation
- Frontend Setup
- Theming
- User Model
- Authorization
- Configuration
- Routes
- Tickets
- Public Tickets
- Bulk Actions
- Conversations
- Statuses & Priorities
- SLAs & Escalation
- Macros
- Automation Types
- Custom Ticket Actions
- Automations
- Newsletters
- Workflows
- Followers
- Satisfaction Ratings
- Collaboration
- Keyboard Shortcuts
- Events
- Scheduling
- Notifications
- Inbound Email
- Importing Data
- Single Sign-On
- REST API
- Management Commands
- Mobile SDKs
- Contributing
- Plugin Development
- Compare
Notifications
Escalated uses your framework's native notification system. Email and database notifications are sent automatically for key events like new tickets, replies, assignments, status changes, and SLA breaches.
- Ticket assignee notified on new replies
- Requester notified on agent replies and status changes
- Ticket followers receive the same notifications as the assignee -- replies and status changes
- SLA breach alerts sent to assignee and department members
Customize email templates by publishing views: php artisan vendor:publish --tag=escalated-views