OTRS - Manual
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# Chapter 5. System-Email-Notifications

This chapter will show you more details about the system notifications for agents and customers.

# Agent-Notifications

A agent can get notifications about 'new ticket, 'ticket follow up', 'ticket in custom queue' and 'ticket lock timeout'. In oder to get notifications select you wanted queues (named 'custom queues') in agent interface =- Preferences =- Select your custom queues. The notification text can be defined in Kernel/Config.pm.

Important: The agent gets just notifications about changes the 'custom queues'.

## new ticket

Notification to the agent about new created tickets in a queue.

## ticket follow up

Notification to the agent about a follow up for a ticket which is owned by the agent.

## new ticket in custom queue

Notification to the agent if a ticket is moved to one of the 'custom queues'.

## ticket lock timeout

Notification to the agent if the OTRS system unlocked a unanswered ticket.

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Ticket print view |  | Customer-Notifications (min 1.1)