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Email Notifications

 

 

Email notifications are automated messages, alerts, and responses sent to the customers and staff members when a certain predefined condition is satisfied. Email notifications enable staff members and customers to keep track of tickets. ProProfs Help Desk provides multiple conditions under which you can send and receive email notifications.

 

For example, wherever there is a new ticket, agents are going to get an automated ‘New Ticket Notification’ email and when an agent responds to a customer’s issue, they are going to be notified by email that their problem has been resolved.

 

Benefits of email notifications:

  • Keep all the stakeholders informed of ticket progress
  • Improve first response time
  • Never miss a support opportunity

 

In this article, you’ll learn:

  1. How to access email notification templates
  2. How to enable email notifications for your customers
  3. How to enable email notifications for your agents
  4. How to customize email notification templates for specific inboxes
  5. How to change notification preferences as an agent

 

1. How to access email notification templates

 

To find all the notification templates, click Settings >> Notifications >> General.

 

Email notifications settings in help desk

 

Let’s understand the default notification types:

  • Auto-response to Customer on New Ticket Creation: This notification is sent to the customer when a new ticket is created.
  • Alert to Customer on User Response: This notification is sent to the customer when you or your agent responds to a customer ticket.
  • New Ticket Notification: This notification is sent to your agents when a new ticket is created.
  • Alert Team on User Response: This notification is sent to your agents when an agent responds to a ticket.
  • Alert Received by Users on Internal Note: This notification is sent to all your agents when an agent adds a note to a ticket.
  • Ticket Assignment Notification: This notification is sent to the particular agent when a ticket is assigned to them.
  • Alert to User on Customer Response: This notification is sent to all your agents when a customer responds to a ticket.

 

2. How to enable email notifications for customers

 

Step 1. To enable notifications for customers, go to Settings, and then click Inboxes and open an inbox for editing.

 

Email notifications for customers

 

Step 2. Enable Autoresponse for this email to send an automated response to a customer each time they write to you on this email.

 

Note: The notification 'Alert to Customer on User Response' is activated by default and can't be turned off. However, this notification can be customized under Notifications.

 

Notifications for customers

 

3. How to enable email notifications for your agents

 

Step 3. Scroll down further on the inbox settings screen to find more options for enabling email notifications for inhouse users.

 

Email notifications for agents

 

Here’s what the above notifications mean:

  • Notify when a new ticket is created: Agents with access to this inbox are notified every time a new ticket is created for this email ID.
  • Notify when a staff member replies to a ticket: Agents with access to this inbox are notified when an agent responds to a ticket.
  • Notify when you receive a reply from a client: Agents with access to this inbox are notified each time a customer responds to a ticket.
  • Notify when an internal note is added to a ticket: Agents with access to this inbox are notified each time a user adds an internal note to a ticket.
  • Notify when a ticket is assigned: An agent is notified when a ticket is assigned to them.

 

When you’re done setting up email notifications for agents, do not forget to save your settings. 

 

4. How to customize email notification templates for specific inboxes

 

Step 1. Under your ProProfs Help Desk settings, go to:

  1. Notifications
  2. Switch to the tab Customize by Inbox
  3. Click +New Notifications

 

Customize email notifications

 

Step 2. Follow the steps shown in the screenshot below to customize inbox-specific email notification templates.

 

Select email notifications

  1. Select the inbox for which you want to customize email notification templates.
  2. Ensure the notification Status is On
  3. Click on a notification template to edit it. The template appears as shown in the screenshot below. Don’t edit the placeholders (text prefixed with #%). You can customize the rest of the text as you like. See the List of Placeholders to learn what each placeholder means.

 

Customize email notifications templates

 

Step 3. Click Save when you’re done customizing the templates for the selected inbox.

 

Save email notifications

 

The newly created email notification template gets listed under the Customize by Inbox tab. You can also open them for editing.

 

Email notifications for inboxes

 

5. How to change notification preferences as an agent

 

Step 1. From your ProProfs Help Desk dashboard, go to your profile icon on the top right corner, and click My Account.

 

User account in help desk

 

Step 2. Go to the Notifications tab to find all the conditions for email notifications that you can enable for yourself as an agent.

 

Individual agent email notifications in help desk

 

These are individual user settings that, if disabled, override email notification settings that your admin has set for you. For example, there are 10 users assigned to a particular inbox and the admin has enabled notifications for all the users, however, individual users can exercise control on the types of notifications they would like to get. 

 

Here’s is what these notification types mean: 

  • Notify when a staff member replies to a ticket: You’re notified when another agent responds to a customer ticket.
  • Notify when you receive a reply from a client: You’re notified when a customer responds to a ticket.
  • Notify when an internal note is added to a ticket: You’re notified when another agent adds a comment to a customer ticket.
  • Notify when a new ticket is created: You’re notified when a new ticket is created.
  • Notify when a ticket is assigned: You’re notified when a ticket is assigned to you.