Email notifications

For predefined customer or agent action, you can set auto responses, notifications and alerts, that inform team members and customers about ticket changes. The notification messages are delivered via native email system.

Selected users can receive automated email notifications when a request is submitted, when a ticket is changed, closed, or under other conditions that you set using the workflow rules. The content of email messages relies on predefined Email templates.

Agent actions

Agent actions table in Settings > Automation > Workflow rules, Notifications - Agent actions represents a set of email notification rules based on predefined Agent actions: Reply, Close, Assign, and Log a Call.

To edit a rule, click the Edit icon in front of the action/rule name.

Similarly to Request submission (section And notify with email), for each recipient (Customer, Assignee, Queue Manager), click the toogle switch to set whether the recipient will get the email notification, and select an available email template from the list

Tip

• When agent performs Reply or Log a Call action from their respective action forms, they can still choose whether or not to send notifications in the corresponding action form.

Customer actions

Agent actions table in Settings > Automation > Workflow rules, Notifications - Customer actions represents a set of email notification rules based on predefined Customer actions: Reply and Close.

Note

• The reply action is related to either reply form or email client software

To edit a rule, click the Edit icon in front of the rule name.

Similarly to Request submission (section And notify with email), click the toogle switch to set whether the recipient will get the email notification, and select an available email template from the list.