One of the main advantages of the system is to proceed requests using email.
The system has a number of standard email notifications. You can disable any notification, as well as edit it. To edit or disable notifications, please open "Management" -> "Notifications":
When editing templates, use tags to substitute the necessary values.
Please note! Two conditions must be met for the email to be sent to user:
1) the notification should be enabled;
2) In the "Contacts" section you must put a tick in the "Status, Notifications" column, which allows you to send e-mails from the system:
It can also be changed in the user's card itself when editing the "Notifications" column.
You can also use the rules of Dispatcher to configure individual notifications.
In the standard configuration the following notifications are available:
- Request creation
- Request creation from end user' name
- New reply
- New reply for assignee
- Mention of the user in the request
- Request closure
- Notification for user about request assignment
- Notifications for department agents about new requests
- Merge requests
- Request execution time exceeded [SLA]
- Request status
- Request customer satisfaction rating
- Freeze request
- Unfreeze request
- User registration
- Automatic user registration
- Password reset
Letter template - Request creation: sends to the client if the "First reply from end user" option is disabled.
Letter template - Request creation from end user' name: sends to the client when the request is created via e-mail, and when "First reply from end user" option is enabled;
Letter template - New reply: sends to the client at the moment when the agent replies to the request;
Letter template - New reply for assignee: duplicates the reply of the request to the assignee of request;
Letter template - Mention of the user in the request: sends if the user is mentioned by @ in the request;
Letter template - Request closure: sends to the client when the request is closed;
Letter template - Notification for user about request assignment: sends to the agent if they are assigned as the assignee of the request;
Letter template - Notifications for department agents about new requests: sends to all agents of the corresponding department in case of a new request;
Note - in each individual department you should additionally enable this setting.
Letter template - Merge requests: sends to the client in case of merging requests;
Letter template - Request execution time exceeded [SLA]: sends to those users selected in the "SLA settings" in case of exceeding SLA;
Letter template - Request Status: sends the request status to the client;
You can send the status by pressing the button of the same name on the request work panel:
Letter template - Request customer satisfaction rating: sends to the client if the automatic setting is enabled in the "Requests settings" section:
Or by pressing the buttons on the request working panel:
Letter template - Freeze request: sends to the assignee in case the request is frozen;
Letter template - Unfreeze request: sends to the assignee in case the request is unfrozen;
Letter template - User registration: sends to the client when registering at the support portal;
Letter template - Automatic user registration: sends to the client in case of automatic registration (or the client left the request for the first time using e-mail, chat or feedback form);
Letter template - Reset Password: sends a notification to reset the password;