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Email Notifications

 

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

 

The following topics will be discussed in this article:

 

Types of Email Notifications in ProProfs HelpDesk

You can view and edit templates of the email notifications in Settings----->Notifications. Following are the types of notifications in ProProfs Helpdesk:

 

Note: These notification templates can only be viewed and edited by an administrator.

 

 

  • 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 staff respond to a customer query.

  • New Ticket Notification: This notification is sent to your staff each time a new ticket is received.

  • Alert to User on Customer Response: This notification is sent to your staff when the customer responds to the ticket.

  • Alert Received by users on Internal Note: This notification is received by your staff when a member leaves an internal note on a ticket.

  • Ticket Assignment Notification: This notification is received by your staff when a ticket is assigned.

How to Enable Customer Email Notifications

Customer Email Notifications are the notifications and updates your customers receives. It consists of "Auto-Response to Customer on New Ticket Creation" and "Alert to Customer on User Response". These notifications are the ones that get sent to your customers.

 

  • To enable "Auto-Response to Customer on New Ticket Creation", follow these steps:

 

Step 1: Go to Settings----->Inboxes.

 

Step 2: This feature is enabled manually for each inbox. Select the Edit button for the inbox you want to add this feature in.

 

 

Step 3: Enable the "Autoresponse for this Email" option.

 

  • The "Alert to Customer on User Response" notification is active by default. This notification cannot be altered. The notification template can be edited in the Notifications section.

 

How to Enable User Email Notifications

These email notifications are the ones sent to your staff. Most of these email notifications are based on the templates defined in the Notifications section. Each staff member can enable and disable them according to their needs.  These notifications can be enabled by going to My Account----> Notifications.

 

 

  • Reply from Staff Member: When enabled, the member will receive alerts when another member responds to a customer ticket.
  • Reply from Client: When enabled, the member will receive a notification when a customer responds on the ticket.
  • Internal Note: When enabled, the member will receive a notification when someone leaves an internal note.
  • New Ticket: When enabled, the member will receive a notification on the generation of a new ticket.
  • Ticket Assign to self: When enabled, the member receives a notification when a ticket is assigned to them.

 

 

Related Articles: 

Introduction to the Support Agent Interface
How to Create Canned Responses
How To Integrate ProProfs Knowledgebase With HelpDesk