Notifications for Tickets

Notifications help you set up alerts for any activity taken on your tickets. These alerts can be sent to the Admin or the Manager added in your CX Workspace. Alerts can be set for various actions like ticket creation, ticket deletion, comments added by other users. All the notifications are workspace specific.

Here is a glimpse of the notification alerts:

• Go to Settings » Notification

• Click on the +New Notification button and name your notification

• Select the workspace

• From the list, select the Notification type

• Select the Manager from the list to whom the notification needs to be sent. You can select the admin as well
• Add the email content and the subject line and click on the Create button

The different types of notifications are-

1. Ticket Creation This notification type allows you to send alerts as soon as the ticket is created in eCLF. This notification can be sent to the default ticket manager, the ticket segment manager or the parent segment manager
2. Ticket Delete - Upon ticket deletion, the selected users in the notification criteria get the delete notification
3. Ticket assignee - If the ticket assignee is changed, the users selected in the notification criteria get an email notification
4. Ticket Status - Everytime the ticket status is updated, the selected manager or admin gets the email notification
5. Ticket Priority - Similarly for priority change as well, everytime there is an updated in the ticket priority the users are notified
6. Ticket Comment - For the comments added on the tickets, we have provided an option for sending notifications.
7. Ticket Inactivity Status - If no action has been taken on the ticket, this notification will be sent to the selected users. You can set the threshold for the number of days defining inactivity

While creating the notifications we have provided multiple options to customize the alerts, here are the details:

• Additional email addresses: Users can now send email notifications to email addresses which are not a part of their CX organization.

• Email Content: You can customize the email content and include the survey response as well the custom variable values. The email subject line can also be customized now