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Access Email Notifications
To access the different email notifications:
Go to Admin > Workflows > Email Notifications
- There are four tabs in this page, viz. Agent Notifications, Requester Notifications, CC Notifications and Templates.
- Agent Notifications: This gives the ability to alert the agent through notifications when your customer replies to a ticket, when a ticket is assigned to the agent etc. so that they stay in the know of ticket activities in the helpdesk
- Requestor Notifications: This gives the ability to alert your customer through notifications when the agent solves a ticket, closes a ticket, sends a password reset email, etc.
- CC Notifications: This gives the ability to alert the email addresses added in the CC field when a new ticket is created by the agent or when a public note is added to the ticket by the agent or customer
- Templates: This gives the ability to customize and prefill default information you want to be added in the agent ticket replies such as dynamic content like the requestor name, ticket URLs and agent signatures
Say you want to make sure your customers receive an email immediately after they raise a ticket to assure them that their issue will be fixed in 24 hours.
Here is how to do it:
Under Requester Notifications tab, click on New Ticket Created
The notification template for your primary language will appear
You can personalize this using various placeholders. Click here to see the list of all placeholders available
You might want to include the {{ticket.id}} and {{public.url}} of the ticket in a new ticket notification
When you are doing the same for the agent notification, you can choose which agents should be notified when a new ticket is created in your helpdesk
Click Save to start sending out automatic email notifications immediately
Pro users can send out these notifications in more than one language. Learn more
Agent Notifications
The following events will notify the agent if enabled. These emails may include the ticket's URL, simplifying the process for the agent to access and review the new ticket.
Requester Notifications
The following events will notify the requester if enabled.
CC Notifications
You can modify the notifications sent to email addresses added in the CC field. There are two kinds of CC notifications:
New ticket created: This notification is sent only when an agent creates a ticket on the customer's behalf and adds someone as a CC. CC notifications will not be sent when the customer sends an email with a CC address or when the agent adds a CC address in their replies because those emails will be delivered to the CC address mailbox as emails (making notifications redundant).
Note added to ticket: This notification is sent to everyone in CC when a public note is added, whether they were added by agent/customer.
Example:
Ticket is created by the agent with a CC email address
The new ticket created notification is sent to the CC address
The reply added to the ticket will not be sent as a notification to the CC address because they will receive it as an email
The public note added notification will be sent to the CC address - no matter how the ticket was created
Templates
Every time an agent clicks on the reply button to a ticket, the contents of the agent reply template will be shown to them. For example, if you want all your agents to add the public ticket URL in their replies or if you want to standardize all the agent signatures, you can do that through the reply template. When the agents reply, they can add to the template or even edit it.
Go to Admin > Email Notifications > Templates > Edit to edit templates
You can also send out custom notifications based on various properties of a ticket, such as the ticket being open for quite some time or an agent receiving a bad satisfaction rating, using automation like Supervisor and Observer. You can also include product-specific placeholders in your email notifications if you support multiple products.
Changing Font Settings
The default font for the portal
An admin can set up a default font for the agent portal from Admin>Helpdesk. This is the font that your agents will use while composing messages/replies to your customers. We have included more font family and font size options. You will also be able to see a preview of how the font would look like.
Agent’s font preferences
If you want your agents to change the font format, then you can enable the ‘Font preference for agents’ option under Admin>hepdesk.
The agents can choose to change the font family or font size from the reply editor under the ticket details page while replying to the tickets.
When the agents click on the icon 'A', they will be able to view and choose the formatting options as shown below :