You can setup Email Notifications for Agent, Requester, CC and Custom Templates from Admin -> Email Templates.
- Agent Notifications: This gives the ability to alert the agent through notifications when your customer replies to ticket, when a ticket is assigned to the agent etc.
- Requester Notifications: This gives the ability to alert your customer through notifications when you receive the ticket, agent closes a ticket, agent replies to ticket etc
- CC: This gives the ability to alert the email addresses added in the CC field when a new ticket is created by the agent.
- Custom Templates: This gives the ability to customize and prefill default information you want added in the agent ticket replies.
| Template Type | Purpose |
|
Requester - New Ticket Created CC - New Ticket Created |
To notify the corresponding customer that a ticket has been created for them. |
| Agent - New Ticket Created | To notify agents every time a ticket is created in the Group. |
| Agent - Assigned to Group | To alert all agents in the corresponding group that a new ticket has been assigned to the group. |
| Agent - Ticket Assigned to Agent | To alert the agent that a ticket has been assigned to them. |
| Agent - Requester Replies to Ticket | Alerts the agent assigned to a ticket when the ticket requester adds a reply to the ticket |
| Agent - Escalation Email | When a ticket assigned to a group has not been assigned to any particular agent by 30 minutes (default), this escalation email will be sent. |
|
Agent Resolve SlaVoilation Agent Response SlaVoilation |
When the agent has not responded or resolved a ticket within the SLA |
| Agent - Note added to ticket | When another agent added internal note to a ticket. |
|
Requester - Agent Resolved the Ticket Requester - Agent Closes the Ticket |
To notify the customer if the status of their ticket has been changed to "Resolved" or "closed" |
You can switch them ON and OFF by changing status to ON or OFF. If OFF, notification will not be sent.