Helpdesk Notifications
Summary
Ten helpdesk lifecycle event types are written to a transactional outbox and recognized by Notification Service. Recipient resolution uses requester, assignee or Helpdesk Administrator role audiences depending on the event.
Audience
Employees, agents, administrators, product, QA, support, security and architects.
Business Purpose
Notify relevant participants of important ticket changes without making ticket persistence depend directly on notification delivery.
Actors
Requesters receive creation and progress messages; assignees receive assignment and reopening messages; administrators receive escalations and unassigned breach fallbacks.
Business Process
| Event | Verified audience |
|---|---|
| TicketCreated | Requester |
| TicketAssigned | Assignee |
| TicketCommentAdded | Requester and assignee |
| TicketStatusChanged, TicketResolved, TicketClosed | Requester |
| TicketReopened | Assignee |
| TicketSlaBreached | Assignee, or Helpdesk Administrator when unassigned |
| TicketEscalated | Helpdesk Administrator |
| TicketAttachmentAdded | Requester and assignee |
Responsibilities
Operators maintain usable requester/assignee identity and email data. Notification owners maintain templates and channel configuration. Support monitors outbox and delivery processing.
Business Rules
Duplicate requester/assignee recipients are removed. Default intent supports in-app and email channels, but email is usable only when an address resolves. Event payload validation requires tenant, ticket identity and ticket number.
Integrations
Helpdesk persists event envelopes in its outbox. Notification Service parses the shared helpdesk event payload, determines recipients and selects the event-named template.
Limitations
No verified helpdesk notification-preference UI, subscription model, digest, reminder schedule or tenant template administration exists. Event creation alone does not prove production delivery. Internal-comment events use requester-and-assignee audiences.
Requires Confirmation
Deployed consumers, templates, channel enablement, email resolution, retry operations, escalation addresses and internal-comment notification policy require confirmation.
Source References
microservices/src/helpdesk-service/Infrastructure/Persistence.csmicroservices/src/contracts/Events/HelpdeskLifecycleEvents.csmicroservices/src/notification-service/Application/EventNotificationResolver.cs
Reference Content
The ten-event catalog and requester, assignee and administrator audience mapping above are the verified notification reference.
Related Articles
See Also
Keywords
Helpdesk event, notification, requester, assignee, escalation, outbox.
Revision Information
Draft source-backed reference reviewed 2026-07-20; next quarterly review is 2026-10-20.