When there is an update on a customer's or agent's ticket, an email is sent to them.
Notifications serve as a reminder to an agent to check the helpdesk and not keep customers waiting. Notifications reach them even when they are not at their desks, ensuring that they do not miss any important information. Common notifications include: ticket assignment to an agent, customer response to a ticket, SLA violation, and so on.
Notifications serve as an acknowledgement to a customer. For example, when a customer opens a ticket for the first time, she has no idea when she will hear back or if she will be heard at all. An email informing her of the status of the ticket and who is working on it will reassure her. Common notifications include: a new ticket being created, an agent responding to the ticket, an agent resolving the ticket, and so on.
