Ticket Notications

Ticket Notications#

Automatically communicate ticket events to customers, agents, and external users. Each event triggered can pass on valuable information to its recipients. Some notifications are provided by default.

Default notifications#

  • Mention notification - Notify users when they have been mentioned in a ticket.

  • Ticket create notification - Notify users of newly received tickets in their subscribed queue.

  • Ticket email delivery failure notification - Notify a user that an email has not been sent.

  • Ticket escalation notification - Notify the users of a ticket that has breached its service window. See Adding a Team (Queue)

  • Ticket escalation warning notification - Advance notification of pending service level breach. Adding a Team (Queue)

  • Ticket follow-up notification (locked) - A notification to the involved agents about a follow-up to a ticket.

  • Ticket follow-up notification (unlocked): This is a Notification to all agents with permission to the ticket about following up on an unlocked ticket.

  • Ticket lock timeout notification - Notify agents that a ticket has been unlocked. Adding a Team (Queue)

  • Ticket new note notification - Notification to users about notes added to their tickets.

  • Ticket owner update notification - Notify an agent about their assignment to the ticket.

  • Ticket pending reminder notification (locked) - A notification to the involved agents that the waiting time has expired.

  • Ticket pending reminder notification (unlocked) - A notification to all agents with permission that the waiting time has expired.

  • Ticket queue update notification - A notification to users that another team has passed them a ticket.

  • Ticket responsible update notification - Notify an agent about their assignment to the ticket* Ticket service update notification - A notification to users that a ticket has been assigned to their subscribed service.

Adding or Editiing notifications#

The following settings are required when creating or modifying a notification.

Basic Settings#

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General Settings#

  • Name - The name of the notification.

  • Comment - A field for admins to create comments about the usage of this notification.

  • Show in agent preferences - Determines if an agent should be able to select this or if it will be required.

  • Agent preferences tooltip - This message will be shown on the agent preferences screen as a tooltip for this notification.

  • Validity - Here, you can mark the notification as invalid or invalid temporary when making changes to the system.

  • Event - List of possible events that can be used to trigger this notification. Read more: Event Reference

Filters#

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Filter Settings#

  • Ticket Filter - Use ticket attitude to determine if the notification applies to this ticket.

  • Article Filter - A filter for the article create an event. Only the article create event will respect these filter items.

Recipients Groups Settings#

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Recipient Settings#

  • Send to these agents - Agent recipient groups.

  • Send to all group members - Send to a specific group of members.

  • Send to all role members - Send to a specific role. The role must have at least read permission on these tickets.

  • Send on out of office - If the message should be sent during out-of-office hours for the user.

  • Once per day - If the message can be triggered more than once a day, per user, per ticket.

Notification Methods#

Email

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Email - Allow the email channel for this notification.#

Webservice

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Webservice - Deliver the message via a web service#

Activity

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Activity - Deliver the message to the agent front-end.#

Notification Method Options Mail#

  • Enable this notification method - Require this email channel for notification.

  • Additional recipient email addresses - Additional recipients can also be part of a dynamic field. et.

  • Article visible for customer - An article will be created if the notification is sent to the customer or an additional email address.

  • Email template - HTML Template for the notification

  • Enable email security settings - Only if PGP or SMIME is enabled.

Notification Method Options Webservice#

  • Web service name - Name for the web service.

  • Invoker - Name of the invoker

  • Asynchronous - Should the message be sent immediately or scheduled?

  • Additional recipient email addresses

  • Article visible for the customer

Notification Method Options Activity#

Enable this notification method

Notification Text#

You can add and modify the text to support languages. When the user language is set, then the appropriate language will be sent, if configured here, with a message. The DefaultLanguage will be used for users with no preferences. If only one language has configured text, this text will be used.

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Text Settings#

Further Help#

A tag reference list is seen at the bottom of the add/edit screen.

Notifaciton Mangement#

In the table of configured notifications, you will have three distinct options for managing notifications.

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Manage, copy, delete and export notifications.#

Actions Menu#

Create export and filter visible notifications in the actions menu of the notification management screen.

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Actions Area#

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