SAQ notifies by email only. There is no in-app notification centre, no bell icon, and no daily digest: each event is one email, sent to the people who are related to the ticket and allowed to read what happened, filtered by their own preference. SAQ has no timer or other pushed alerts; this page is the complete list.
Events
| Event | Subject line | Triggered by |
|---|---|---|
| Comment | [ACME-184] Title · "New comment on {ticket} · {title}" |
A comment, including one merged or appended from email |
| Assignee | "You were assigned {ticket} · {title}" | The assignee changes |
| State | "{ticket} · {title} changed state" | The state changes |
| Mention | "You were added to {ticket} · {title}" | You are @-mentioned or added as a viewer |
| Inbox | "New ticket in the Inbox: {ticket} · {title}" | A new ticket appears in the Inbox |
| Review | "A message about {ticket} · {title} is waiting in restricted review" | A message is held in restricted review for a ticket |
The email carries the ticket id and title, the comment text when there is one, and "Open the ticket: {url}". You are never notified of your own actions.
Your preference
Under Account → Preferences, Email notifications has three modes, and it follows you across workspaces:
| Mode | You receive |
|---|---|
| Everything I can see | Every event above on tickets you are related to, plus Inbox and Review events if you are a workspace user |
| Mentions and assignments only | Mentions; assignments to you; comments on tickets where you are the assignee. No state changes, Inbox, or Review mail |
| None | Nothing |
Who receives what
"Related" means you are the ticket's assignee, reporter, or a viewer at the moment the mail is sent. On top of that, you must be able to read the audience of the event: a Staff comment never reaches a client user, an Internal one only reaches elevated client users, and a Shared one reaches everyone who sees the ticket.
| Recipient | Comment | Assignee | State | Mention | Inbox | Review |
|---|---|---|---|---|---|---|
| Workspace user (Owner, Admin, Member) related to the ticket | Yes, any audience | Yes | Yes | Yes | Yes (every workspace user) | Yes, if they may read the held audience |
| Elevated client user related to the ticket (full login) | Shared and Internal | Yes | Yes | Yes | No | No |
| Regular client user related to the ticket | Shared only | No | Yes | No | No | No |
| Contact (no login) on the ticket | Shared only | No | No | No | No | No |
All rows are subject to the recipient's preference; Everything I can see is assumed in the table. Inbox and Review mail goes only to people on Everything I can see.
Resolved when sent, not when queued
Recipients are decided at the moment the email leaves, not when the event happened. If someone is removed as viewer, loses their elevation, or is removed from the workspace before the mail goes out, they receive nothing. Sending is retried a few times if the mail provider is unavailable; after that the notification is dropped.
Replying to a notification
When the workspace mailbox is connected, notifications are sent from it as threaded replies, so answering one in your mail client threads back to the ticket:
- Your reply is appended as a comment at the same audience as the notification you answered, provided you may comment there. A reply to a Shared notification becomes a Shared comment; a reply to an Internal one stays Internal.
- If the ticket is closed, a reply reopens it to the workspace's reopen-target state, as long as the reply arrives within the reopen window (Settings → Workflow and kinds → Reopen window, default 14 days). After the window, a reply from someone on the ticket becomes a new follow-up ticket in the same project; from anyone else it goes to the Inbox.
- A reply from an address that may not comment at that audience is not appended: shared content goes to the Inbox, internal or staff content to restricted review.
- Automatic replies (out of office) are dropped. More than ten messages from one address on one ticket in ten minutes pause further appends.
Contacts without a login work the same way in the Shared audience: they receive shared comments on tickets they reported by email or were put on, and their replies append as shared comments. Their mail is written in their client's language.
Which mailbox sends
| Situation | Sender | Content |
|---|---|---|
| Workspace mailbox connected | The workspace mailbox, threaded with the conversation | Full notification with comment text; replies reach the ticket |
| No workspace mailbox | SAQ's platform mailer, to workspace users and client users only | Subject and link, without the comment text and without threading; replies do not reach the ticket |
| Always | SAQ's platform mailer | Invitations, login links, password resets |
Contacts without a login are never mailed by the platform mailer. Connect a mailbox to correspond with customers by email; see Connect a mailbox.
Common problems
I get no mail about a ticket I can see. Seeing a ticket is not enough; you must be its assignee, reporter, or a viewer. Add yourself as a viewer, or ask to be mentioned.
I am mentioned but receive nothing. Your preference is None, or the mention was in a comment you could not read at that audience. Check Account → Preferences.
A client says they did not get our reply. The reply was posted as Internal or Staff, the client is not the reporter or a viewer, or no workspace mailbox is connected. Customers only ever receive Shared comments through the workspace mailbox.
My reply by email did not appear on the ticket. You replied from a different address than the one SAQ knows, or you answered a platform-mailer notification (no mailbox connected). Check the Inbox and Review for the held message.