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Configure Customer Level Incident Ticketing

How to enable incident tickets at the Customer Level in addition to the default MSP ticketing configuration.

To enable incident ticketing at the customer level, we’ll first need to navigate to:

  1. Provider Settings

    1. Select YES to ALLOW customer notifications

    2. Scroll down to the bottom and Select Update

  2. Go in context as the customer. We will select (Cancun Boat Rentals) for tutorial purposes.

  3. Select Customer Settings

  4. Add email address recipient(s) to receive customer level notifications
  5. Click Update Email Notification

When an incident ticket is configured at both the MSP and Customer level, a notification will be submitted to both MSP & Customer recipients. 

Congratulations, you have now set up notifications at the customer level.

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