The product offers default email notifications that can be enabled for agents and customers in various scenarios. But, if the admin would like to setup customized email notifications then it is possible to set it up under,
Admin -> Automations -> Tickets -> Ticket updates.
Below are some of the scenarios in which Admins would like to setup customized email notifications:
1. Group based email notifications to agents/requesters.
2. Email notifications for change in priority (when agents reduce the priority)
3. Email notifications for system actions (email delivery failed for requester/cc)
4. To inform customers that they have reached out to the helpdesk during a holiday/out-of-business hours.
Regarding the aforementioned cases, the event performer may vary, the action performed by the user may vary and also the set of tickets for which these actions should be monitored by the system would also vary. Although the specifics may differ depending on the situation, the action in question typically involves sending an email.
Action to trigger the email:-
We can send email notifications to the requesters of the tickets, to the agents, and to all the agents in a specific group.
If we would like to send the email to the event performing agent then we can set up the actions as shown below:-
If we would like to send the email to the ticket assigned agent then we can set up the actions as shown below:-
