Employee self-service · Autessa IT Desk
Email notifications and digests
Autessa IT Desk sends email notifications at every step: requesters hear when their issue or request is received, picked up, changes status, is decided, resolved or commented on, and IT staff hear about new work, assignments, reopened tasks, approvals, SLA risk and a weekday digest. Every person can turn each event off, and administrators set the workspace defaults.
The problem
"Any update?"
Most follow-up messages to IT exist because the requester heard nothing. Most missed SLAs exist because the agent was not told. Notifications close both gaps, and preferences keep the inbox quiet for people who do not want every update.
What you get
- Requester events: confirmation when I report or request, someone starts working on it, status changes, an approval is decided, it is resolved or fulfilled, someone comments.
- IT events: new work for me or my group, a task assigned to me or my group, a task reopened, my approval is requested, an SLA on my task is at risk or breached.
- Approval reminders when approvals have waited on someone for over 2 business days.
- A weekday IT digest for IT staff: renewals inside their notice period, assessments and access reviews due, warranties ending in 30 days, stale compliance checks and overdue catalog tasks.
- My notifications lets every person switch each event on or off.
- Administrators can turn notifications on or off for the workspace and set the address email links point to.
- A failed email never blocks saving the ticket.
How it works
How does email notifications and digests work in Autessa IT Desk?
Something happens
A ticket is created, assigned, commented on, resolved, or an SLA crosses its warning.
Recipients are picked
The requester, the assignee, the group or the approver, depending on the event.
Preferences apply
Anyone who turned that event off is skipped.
The email goes out
With a link straight to the record in the workspace or the Help Center.
Every option
Notification events
| Option | What it does |
|---|---|
| Received | Confirmation when I report an issue or place a request. |
| Picked up | Someone starts working on my request or issue. |
| Status | My request or issue changes status (in progress, on hold, canceled, closed). |
| Decided | An approval on my request is decided. |
| Resolved | My request or issue is resolved or fulfilled. |
| Commented | Someone comments on my request or my task. |
| New work | New work arrives for me or my group. |
| Assigned | A task is assigned to me or my group. |
| Reopened | A task of mine or my group is reopened. |
| Approval | My approval is requested. |
| Approval reminder | Approvals have waited on me for over 2 business days. |
| SLA | An SLA on my task is at risk or breached. |
| Digest | Daily IT digest on weekdays (IT staff). |
Permissions
Who can do what?
| Role | Can |
|---|---|
| Every IT role | Set their own notification preferences under My notifications. |
| IT administrator | Turn workspace notifications on or off and set the default events and link address. |
| Employee | Receive updates on their own requests and issues. |
Connected
How it connects to the rest of IT Desk
IT DESK FEATURE
SLA management
SLA warnings and breaches send one email each.
IT DESK FEATURE
Approvals
Approvers are asked and reminded by email.
IT DESK FEATURE
Service Portal
Email links open the request in the Help Center.
IT DESK FEATURE
Contracts and renewals
Notice deadlines show up in the daily digest.
FAQ
Questions about email notifications and digests
Can employees turn off IT Desk emails?
Yes. Each person can switch every event on or off in their notification preferences.
What is in the weekday IT digest?
Contract renewals inside their notice period, vendor assessments and access reviews due, warranties ending within 30 days, stale compliance checks and overdue catalog tasks. It goes to IT staff on weekdays.
Are approvers reminded?
Yes. An approval that has waited over two business days sends a reminder, unless the approver turned reminders off. An Autessa agent can also call or email an approver whose request is still waiting, if your team asks it to.
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