This list is not meant to be exhaustive, but hopefully we can keep it mostly up to date :)
When there is a public comment on a Ticket, an email will be built like this
- TO: Customer Email and Additional Emails unless:
- You have Enabled "Ticket Comments - do not email comments by default" in Ticket Settings
- You have checked 'NO EMAIL'
- BCC: The technician that is assigned the ticket (unless it's you). This setting is native to Syncro and cannot be turned off.
- FROM: Inbound Email Alias, Admin > Tickets, Preferences
*These will not appear in the communication log as emailed
When you make a 'private comment' on a Ticket, it looks like this
- TO: Private Staff Email, Admin > Tickets > Preferences. This setting is default. If you don't want these emails, you can change the address in Ticket Preferences.
Field Job Emails
When you schedule a field job it sends an email (from the field jobs page or new ticket page)
- TO: Customer and additional emails
- CC: The tech that was scheduled
- BCC: Private Staff Email, Admin > Tickets > Preferences. This setting is native to Syncro and cannot be turned off.
*These are controlled via the 'Do Not Email' checkbox on the new ticket form, so if you set the new ticket to 'not email' the initial problem - it will not email the Field Job email
The invoice goes to the customer notification email, and CC's the Private Staff Email, Admin > Tickets > Preferences.
Please note that the invoice/estimate will not be emailed to the customer contact selected on the invoice/estimate. It will ONLY be sent to the main customer and to the invoice CC email.
Admin Notify Emails
These are sent for things like error messages and some alerts, they are sent rarely, from multiple triggers in the app. The admin notification email address can be found under Admin > General Preferences.
When you get a new lead, we will send a notification to this email address instantly. This can be set up under Admin > Leads > Preferences.
You can set up many notifications to be sent to admins and technicians for ticket creation, ticket assignment, invoice and estimate creation, etc. This article explains the process.
If you are getting too many emails or not enough, you can check all the following setting to make sure you have everything set as desired:
- Admin > Notification Center: The Notification Center allows you to create custom notifications (including emails) in the application, which can help alert you to changes/events in your account.
- Automations: Check the Ticket Automations and Automated Remediations to see if there are any emails coming out from those.
- Check the Ticket Settings: Admin > Tickets > Preferences > Additional Settings. There are setting here that will email as well. While some cannot be changed, there are options to send or "Do Not Send..."