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automatic email notifications : control how to receive notifications

Confirmation Receipt To Customers/End Users/ – an email is sent back to the customer/end user that submitted the request to confirm its receipt.

New Request Submissions – Customer support software users can be notified via email of new requests submitted by customers/end users.

Re-routing of Requests – Customer Support staff are notified when a request is re-assigned to them. A link in the email takes them right to the request.

SLA Failure – when the time to review a request has passed without action, notifications are sent to the appropriate management/supervisory personnel.