What kind of email notifications will I receive?

Users and reporters may receive email notifications depending on certain settings. Find the actions that trigger email notifications and the recipients of email notifications below.

Trigger Action	Notification Recipient	Note
Administrator user creates a User in the system	The user that was created
Administrator user resends password to a user	The user involved
User forgets password or resets password	The user involved
Administrator user disables a user	The user that was disabled
There is a new Issue (sent from a Reporter)	All Issue manager, Issue handler	Only if you have access to the Domain the Issue belongs to Each user can disable this notification, if preferable
An Issue is manually created	All Issue manager, Issue handler	Only if you have access to the Domain the Issue belongs to Each user can disable this notification, if preferable
Reporter leaves a new message on an existing Issue	All Issue manager, Issue handler	Only if you have access to the Issue Each user can disable this notification, if preferable
User is assigned to an Issue or a Task	User who was assigned	If preferable, each user can disable this notification
User is invited to an Issue	User who was invited	If preferable, each user can disable this notification
User is given access to an Issue when the Issue is moved to a Domain user has access to	User who has been given access	If preferable, each user can disable this notification
User is removed from an Issue	User who was removed	If preferable, each user can disable this notification
Comment is added to Issue	Issue manager, Issue handler, except for the User who left the comment	Only if you have access to the issue If preferable, each user can disable this notification
Individual is mentioned in a comment e.g. @name	The individual mentioned in the comment	Only available in the premium and enterprise package. Please speak to your account manager for clarification. If preferable, each user can disable this notification
Human translation job is delivered	All Issue manager, Issue handler	Only if you have access to the issue If preferable, each user can disable this notification
Request for redoing a human translated message is done	All Issue manager, Issue handler	Only if you have access to the issue If preferable, each user can disable this notification
Reminder to respond to message 72 hours after receiving the new Issue*	Issue manager, Issue handler	Only if you have not responded to the message, yet
Reminder that an Issue is still open 76 days after the day of ‘acknowledgement of receipt*’	Issue manager, Issue handler	Only if the Issue is still open
Non-system administrator requests support from system administrator	All administrator(s)
System administrator downloads raw data How do I download raw data from the system?	All administrator(s)	If preferable, each user can disable this notification
Administrator changes Users' accesses (system checks for change every 15 min and sends email when applicable)	All administrator(s) with this notification enabled	This notification is by default disabled. Each user can enable it, if preferable.
Administrator changes configurations (system checks for change every 15 min and sends email when applicable)	All administrator(s) with this notification enabled	This notification is by default disabled. Each user can enable it, if preferable.
Receive email notification based on conditions met to the specified user/group	User/Group specified in the automation	Doesn't matter the role the user has Issue viewer will also get notified
Automations can’t run	All administrator(s)	Periodic checks are done 00:00 in the night System administrator(s) will receive one email with a list of automations. [e.g. 3 automations are using the same domain and the domain was archived]
Reporter subscribes to email notification and is asked to verify email	The Reporter involved
Reporter receives a new message	The Reporter involved	Only if the Reporter has subscribed to receiving email notifications
The “due date” of the issue is five days before its due time → “Case due soon” template.	Issue manager, Issue handler	If preferable, each user can disable this notification
The “due date” of the issue is over due → “Case is over due” template.	Issue manager, Issue handler	If preferable, each user can disable this notification
The “due date” of the task is five days before its due time → “Task due soon” template	Task assignee, Issue handler, Issue manager	If preferable, each user can disable this notification
The “due date” of the task is over due → “Task is over due” template.	Task assignee, Issue handler, Issue manager	If preferable, each user can disable this notification

*According to the European Whistleblowing Directive:

You must send an acknowledgement of receipt within 7 days of receiving the Issue
After sending the acknowledgement of receipt, you must respond to the Reporter within 90 day