Notifications Tab #
| Event | Default | Recipients |
|---|---|---|
| New Ticket | Enabled | Support agents / assignee |
| New Reply | Enabled | Customer + agent |
| Status Changed | Enabled | Customer |
| Ticket Assigned | Enabled | Assigned agent |
| SLA At Risk | Enabled | Assigned agent |
| SLA Violated | Enabled | Assigned agent + support managers |
| Escalation | Enabled | Support managers |
| CSAT Survey | Enabled | Customer (after resolution delay) |
Templates in includes/email/templates/, HTML + plain-text. Not editable via admin UI.