How Notifications and Support Tickets are Routed

Your Cahoot account has one primary account owner — the original login email used to create the account. The primary owner manages user access, receives system notifications, and serves as the default contact for support communications (tickets and work order conversations). This article explains how to add authorized support contacts and how notifications and support tickets are routed.

Authorized Support Contacts

The primary account owner can add additional users with different role permissions. Before creating a new user, their email address must be configured in Cahoot's ticketing system.

1Contact Support to add the new user's email address to the ticketing system.

2Once confirmed, follow the instructions in How to Add Users and Roles to create the user account.

When creating a user, you can designate them as an Authorized Support Contact by checking the corresponding checkbox. This allows the user to create and manage support tickets.

How Support Tickets Are Routed

Only Authorized Support Contact users are permitted to create support tickets. Ticket routing depends on who creates the ticket:

• Primary owner creates a ticket: Ticket updates are sent to the primary owner's email address.
• Additional user creates a ticket: Ticket updates are sent to that user's email address.
• Cahoot Support opens a ticket on your behalf (e.g., to notify you of an issue): The ticket is sent to the primary account owner's email by default.

System Notifications and Alerts

Shipping and system notifications (undeliverable packages, damaged in transit, delivery exceptions, etc.) are sent to the primary account owner's email by default.

Configuring Additional Notification Recipients

You can configure additional email addresses to receive specific notification types. For full details on available notifications and how to structure your request, see Cahoot System Notification Emails.

1Identify which notification types need additional recipients (e.g., Package Undeliverable, Failed Delivery Attempt).

2Submit Ticket to request additional email addresses for specific notification types.

3Support will add the email addresses under the Notifications settings for the requested notification types.

4When a relevant event occurs, the system sends notifications to both the primary owner and any additional configured recipients.