---
title: "Email Notifications"
slug: "email-notifications"
updated: 2026-07-30T13:24:22Z
published: 2026-08-11T11:41:58Z
canonical: "help.idibilling.com/email-notifications"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.idibilling.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Email Notifications

You can configure the Tickets web module to automatically send email notifications for three different events:

- New Ticket Notification
- Incoming Email - Notify Assigned To
- Reassignment

In all cases, the email is sent to the email address associated with the Assigned to group or user.
- User: the email address from their profile in SaaS Security
- Group: the email address from the IDI platform group (Admin Console)

Notifications are fired by Workflow triggers. Workflow users can edit the delivered triggers, or create similar ones to customize notifications.

#### Setup

Setup for Email Notification is via Tickets Settings. See [Tickets Settings for Email](/v1/docs/tickets-settings-for-email).

#### New Ticket Notification

When a ticket is created and the New Ticket Notification option is configured, a system-generated email is sent to the assigned user. This provides a basic email and does not integrate with a template. It contains the Ticket number, title, description and a link to the Ticket.

**Show Picture**

![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80825.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A39Z&se=2026-11-14T11%3A41%3A39Z&sr=c&sp=r&sig=vNXyRB3epbkneoKaFCttqBaaF1ecRy4FKkXvf9uOrz0%3D)

The Subject and Body of the email notification, and the conditions for when it is sent are defined on the Workflow trigger: ***|System Email On Assignment| Ticket Assigned Email Handler***

#### Reassignment Notification

There are two different options for notifying users when a Ticket is reassigned to them. Only one option can be selected for the environment:

- **Automatically Send Email** uses a Workflow trigger to send an email behind the scenes. This provides a basic email and does not integrate with a template. It contains the Ticket number, title, description and a link to the Ticket.

**Show Picture**

![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80828.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A39Z&se=2026-11-14T11%3A41%3A39Z&sr=c&sp=r&sig=vNXyRB3epbkneoKaFCttqBaaF1ecRy4FKkXvf9uOrz0%3D)

The Subject and Body of the email notification, and the conditions for when it is sent are defined on the Workflow trigger: |***System Email On Reassign| Ticket Reassigned Send Email Generated Handler***
- **Prompt for Email** prompts users to send an email. This opens an email dialog when a Ticket is reassigned. Users can edit and send the email, or simply cancel and not send a notification.

This option can be configured with or without a template. It is recommended to use a template to auto-populate the email with basic information from the Ticket. If no template is used, the ***To*** email address is populated, but the subject and body of the email are blank.

> [!NOTE]
> Note
> 
> When a user reassigns a Ticket to themselves, they will not be prompted to send an email.

#### Notification on Incoming Emails

When an incoming email is received for a Ticket and ***Notify Assigned To*** is configured, the email will be forwarded to the assigned user.

**Show Picture**

![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80831.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A41%3A39Z&se=2026-11-14T11%3A41%3A39Z&sr=c&sp=r&sig=vNXyRB3epbkneoKaFCttqBaaF1ecRy4FKkXvf9uOrz0%3D)

This is done by the Workflow trigger:

***|System Notify Assigned To On Incoming Email| Notify Assigned To Email Handler***

The email will have a link to the Ticket’s Communication page with the thread open. The email will contain the entire message from the user, with the exception of attachments. Attachments may viewed on the Ticket.