Support Help

Notification Rules

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

Notifications can be sent to contacts when:

  • New tickets are received
  • E-mail replies are received from them
  • Tickets belonging to them are closed
  • Comments are added to their tickets
  • Comments are edited in their tickets
  • Comments are deleted from their tickets

Notifications can be sent to agents when:

  • New tickets are assigned to them
  • New replies are received from contacts
  • E-mails are drafted and sent for review
  • Tickets are moved to their departments
  • Comments are added to their tickets
  • Comments are edited in their tickets
  • Comments are deleted from their tickets
  • Tasks are assigned to them
  • New tickets are created in their department

Notifications are sent out via e-mail or SMS. Predefined text templates are provided for each notification. These templates can be further 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 Automate section, click Notify.
  3. In the Contact Notifications section, select the notifications you want to send out to your contacts.
  4. In the Agent Notifications section, select the notifications you want to send out to your agents.
  5. Click Template if you want to modify the predefined templates.
  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 Automate section, click Notify.
  3. Hover your mouse over a template you intent to edit.
  4. Click Template.
  5. Make the required changes.
  6. Click Save.

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

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