Refer here on how to create a staff group. You can name your staff group as Finance, HR, Support, Sales etc. 

If there are multiple users from the same client, and they wish to know the other tasks created among themselves. Then this is the feature for you. 

Check here to see how to set it up.

*This feature is available for Level 2 subscription only. If you are having Level 1 subscription and wish to have this feature without upgrading your subscription, contact us for more information.  

Usually, staff will only receive task notifications that are related to them such as notifications of a task assigned to them, user replies to the task which is assigned to that staff etc.

However, if you want to notify other people as well, there are a few ways to do that.

1. Manager role
   If you want to notify every Manager about the task, you can check 'Manager (all staff)' under Recipients in the specific email notifications.
   See here on how to set Manager role.
   See here on the type of email notifications.
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2. Staff Group
   If you want to notify a group of staff that might be relevant to the task in that specific category such as to notify sales and marketing person and technical person when there is a task of Feature request category,
   i. you will need to create a staff group for the relevant staff.
   ii. Set Auto-assign rules* to assign the staff group (Eg. Assign to Finance staff group instead of the finance person) when there is a new task with the relevant category.
   iii. Make sure to check 'Assigned staff' in the email notifications that are important such as New Task, Assign Staff, and Reply Task.
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3. Additional recipients
   If you want to add additional recipients without using the Manager role or Staff Group, you can add them in the Additional Recipients field of email notification settings. Please note that this will notify the additional recipients for every task on specific events.If you want to only notify the additional recipients for a specific task, go to the Task Conversation Panel to add additional recipients. Then make sure that you have check 'Additional recipients' under Recipients in the specific email notifications.

*If you are having Level 1 subscription, we will configure the auto-assign rules based on the subscription form you have submitted. Further settings/configuration after CRMHelpDesk is launched on your site requires additional fees.  

Usually, users will only receive task notifications from the tasks created by them. However, if they want to add additional recipients for the tasks, there are two ways to do it.

1. User Group*
   This is suitable for a group of users from the same company that wish to know tasks created among themselves. Also make sure that you have check 'User Group Supervisors' or/and 'User Group Members' under Recipients in the specific email notifications.
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2. Additional recipients in Task Conversation Panel
   This is suitable when you want to add additional recipients for a specific task. Also make sure that you have check 'Additional recipients' under Recipients in the specific email notifications.

*This feature is available for Level 2 subscription only. If you are having Level 1 subscription and wish to have this feature without upgrading your subscription, contact us for more information.  

There are two important conditions :-

1.  The email subject must include the task number. For example, the email subject should include "[Task #9999]" in the exact format as shown.
2. The reply-to/cc/bcc email address should include your email tracking address.

The default task categories are General, Sales, Support and Project. If you want to customise the email notifications based on different categories, you can set the Conditions in the settings. 

For example, Conditions: Category matches General.
So the email notification will only send when the task category is General.

Custom task categories feature is available for Level 2 subscription only. If you are having Level 1 subscription and wish to have this feature without upgrading your subscription, contact us for more information.  

In this case, we called it - Related Task.

To create a related task field, you can create a custom field named Related Task in Task Form Field and choose the field type as URL. Note that each field can only store one URL, so you will need to create more Related Task fields if you have more than one task to refer to.

To insert the related task, you will need the Task URL. Task URL can be obtained in the Created By section in the Task Conversation Panel.

The above instructions are stated from a staff's perspective. If you are using the default task form, kindly note that every custom field will be shown on the default task form. Make the Related Task field optional if it should be visible to the users, or add the Related Task field as a staff-only field if it is only for internal management.

Custom task fields feature is available for Level 2 subscription only. If you are having Level 1 subscription and wish to have this feature without upgrading your subscription, contact us for more information.