Ticket Notifications
Overview
Every time a support ticket is created, assigned, updated, or commented on, Revampd automatically generates a notification for the relevant organizations and users. This helps ensure no message or update goes unnoticed, especially when multiple parties are collaborating on the same issue.
Ticket notifications appear under the Support category in your notification center and include direct links to the ticket for immediate access.
Each notification includes key information:
Ticket title and description
Status and priority
Assigned organization or user
Latest message or activity summary
Timestamp of the action
1. Ticket Creation
Tickets can be created by:
A Sub-Organization contacting their Partner for support
A Partner submitting an issue to Revampd Support
A Self-Serve organization creating a ticket directly with Revampd Support
When a ticket is created:
The assigned organization (Partner or Revampd) receives a notification confirming the new ticket.
If a specific user is assigned (for example, a support rep), that user also receives a direct notification.
The organization that created the ticket automatically sees it appear in their Support view for tracking and responses.
2. Ticket Assignment
When a ticket is assigned to a specific team member:
The assigned user receives a notification letting them know they are responsible for the ticket.
If a Partner organization has users marked as Support Reps, they are automatically assigned and notified when tickets come in.
This ensures the right people are always aware of what’s waiting in their queue.
3. Ticket Status Updates
When a ticket’s status changes — for example, from Open → In Progress → Resolved:
The affected organization (the one that submitted the ticket) receives a notification with the updated status and timestamp.
The assigned Partner or Revampd Support organization continues to see the same ticket thread, so communication remains aligned.
4. Escalations and De-Escalations
When a Partner determines that a ticket relates to a platform-level issue rather than a client issue:
They can escalate the ticket to Revampd Support.
Revampd receives a notification for review, while the Partner and Sub-Org remain in the same thread for visibility.
If the issue is later de-escalated and returned to the Partner:
The Partner receives a notification confirming the return.
5. Message Notifications
All users within the involved organizations — Partner, Sub-Org, and Revampd — receive notifications for every message event within the ticket thread, including:
New messages (sent by any participant)
Replies to existing messages
Reactions (such as acknowledgements or emoji responses)
This ensures that everyone participating in the ticket — not just the assigned rep — stays informed of all communication. Each message notification includes a preview of the latest comment and links directly to the ticket thread for immediate context.
Notification Flow Summary
Ticket Created
Assigned organization (Partner or Revampd) + Assigned user
Confirms a new issue has been submitted
Ticket Assigned
Assigned user
Alerts the person responsible for handling the ticket
Status Updated
Affected organization
Keeps the reporting org informed of progress
Ticket Escalated
Revampd Support
Flags that a Partner escalated a ticket for platform review
Ticket De-Escalated
Partner + Affected Org
Notifies that the ticket has been returned for local handling
Message, Reply, or Reaction
All users in all involved organizations
Keeps everyone aware of ongoing communication or updates
Key Takeaways
All organizations — Sub-Orgs, Partners, and Self-Serve — can create tickets for support.
Partners receive tickets from their connected Sub-Orgs, while Revampd receives tickets from both Partners and Self-Serve orgs.
Assigned users and affected organizations are notified immediately of new tickets and status changes.
Every participant in the related organizations receives notifications for all new messages, replies, and reactions within the ticket.
This shared notification system ensures full visibility and collaboration across all levels of support.
Last updated