Setting up notifications for Customers and Agents

In Zoho Desk, you can setup the notifications to customers and agents in a granular manner. 

In Desk, click on Settings (Gear icon top right) and select Notify

In the notifications screen that opens, you can enable or disable the notifications (note that for SMS notifications, an SMS gateway must be configured). The top part of the screen is for your customers, the bottom part for your agents, departments, and teams.

For example, enabling the email to be sent to the customer on creating the ticket, this means the customer receives an email, no matter the means of the ticket creation (you create it in Desk, or the customer sends it in via email to the support sync box, etc.). Not enabling this, and the customer is not notified that a ticket is enabled.

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