Notification Rules

Notification rules enable you to notify your customers and contacts automatically about the changes or events related to their requests.

Notifications can be sent to contacts when:

• New requests are received
• E-mail replies are received from them
• Requests belonging to them are closed

Notifications can be sent to support representatives when:

• New requests are assigned to them
• New replies are received from contacts
• E-mails are drafted and sent for review
• Requests are moved to their departments

Notifications are sent out using e-mail or SMS. Predefined text templates are provided for each notification. These templates can be customized to suit your requirements.

Enabling Notifications

Before you send out notifications, you are required to enable notification rules.

To enable notification rules, follow the steps given below:

1. Click Setup
2. In the Automation section, click Notification Rules
3. In the Contact Notifications section, select the notifications you want to send out to your contacts
4. In the Support Rep Notifications section, select the notifications you want to send out to your support representatives
5. Click Template if you want to modify the predefined notification text provided
6. Click Save

Customizing Templates for Notifications

You can customize the predefined text templates provided for notifications.

To customize text templates, follow the steps given below:

1. Click Setup
2. In the Automation section, click Notification Rules
3. Hold your mouse over the checkbox of the notification for which you want to edit the template
4. Click Template
5. Make the required changes
6. Click Save

You can view a preview of the changes by using the Preview button.