---
title: "Email Notifications"
slug: "email-customization-email-notifications"
description: "Stay informed with email notifications for requests, account management, and local issue updates tailored for residents and organizations."
updated: 2026-09-10T16:54:35Z
published: 2026-09-10T16:54:35Z
canonical: "www.civicplus.help/email-customization-email-notifications"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://www.civicplus.help/llms.txt
> Use this file to discover all available pages before exploring further.

# Email Notifications

SeeClickFix 311 CRM keeps your users up-to-date with the latest information on each request. When various actions are taken on a request, emails are triggered to specific organizational members and resident users based on the settings for that request category and which users are following the issue. Here is the definitive list of all email notifications sent to Organization and Resident users.

> [!NOTE]
> Important Note:
> 
> Work Order creation **does not** generate an email notification.

## Emails Sent to Organizational Users

### User Account Emails

After a user has been added to an organization, an email is sent inviting the user

- **Subject:** "A SeeClickFix 311 CRM account has been created on your behalf"
  - Sent to emails that are not already connected to a SeeClickFix 311 CRM account
- **Subject:** "You've been added to the [city] organization on SeeClickFix 311 CRM"
  - Sent to emails that are already connected to a SeeClickFix 311 CRM account

If a user has forgotten their password, they can request a password reset, and a password reset email is sent.

### Request Email Notifications

| **Action** | **Email Recipient(s)** |
| --- | --- |
| User submits a Request | - The Automatic Assignee for that Request Category was assigned to the issue was assigned to them - Email addresses in "Additional Notifications" where an issue within this Request Category was reported. |
| Request assigned to User | Request Assignee |
| Request is recategorized | - Request Assignee - Addresses in "Additional Notifications" |
| Request is acknowledged | Request Assignee |
| Request is closed by the resident or official | Request Assignee |
| Requested is reopened by the resident or official | - Request Assignee - Addresses in "Additional Notifications" |
| Internal comment is added | Request Assignee |
| Internal comment is added with an @ mention | - User who was @mentioned - Request Assignee |
| Public comment is added | Request Assignee |
| Due Date is changed | Request Assignee |

### Work Notifications

If your organization utilizes the Work product, these notifications will be sent as well.

| **Action** | **Email Recipient(s)** |
| --- | --- |
| Request is over the SLA for the Request Category | "Escalate to" email address when the issue is overdue. |
| Work Order is assigned | Work Order Assignee |
| "Due At" is changed | Work Order Assignee |

---

## Emails Sent to Resident Users

### User Account Emails

Emails must be sent to users when a new account is created and to manage existing accounts.

- Confirm your Email
- Forgot password

### Issue Notification Emails

| **Action** | **Email Recipients** |
| --- | --- |
| User submits an issue | - Resident Reporter of the Issue that the issue was submitted successfully - Resident Users with a Point of Interest (POI) nearby |
| User follows an issue | - To notify the follower that they are a follower |
| Issue is acknowledged by an official | - User who submitted the issue - All Users who follow the issue |
| Comment is made on an issue | - User who submitted the issue - All users who follow the issue |
| Issue is closed by the resident or official | - User who submitted the issue - All users who follow the issue |
| Issue is reopened by the resident or official | - User who submitted the issue - All users who follow the issue |

Service Level Agreement. An internal metric for how long it should take staff to close a request.