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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 Email Notifications for Your Agents

 

As an admin, you can set email notifications for your agents. These notifications consist of "Notification to Agents on New Ticket Creation", "Alert to Agents when a Staff Member Replies to a Ticket", "Notify Agents when Customer replied on the ticket", "Notifications to Agents when an Internal Note is added", "Notify Agents when a Ticket is assigned to them" . 

 

To enable "Email Notification for your Agents", follow these steps:

 

Step 1:  Go to Settings----->Inboxes.

 

Step 2: You can set up email notifications manually for each inbox. Select the Edit button for the inbox you want to enable email notifications.

 

Step 3: Srcoll down a bit and enable Email Notifications

 

Notify when a New Ticket is Created: Agents with access to this inbox will receive an email notification every time a new ticket is created. 

 

Notify when a staff member replies to a ticket: Agents with access to this inbox will receive an email notification when a user replies to a customer ticket.

 

Notify when you receive a reply from a client: Agents will get a notification whenever a customer responds to a ticket.

 

Notify when an internal note is added to a ticket: Agents with access to this ticket will be notified when another agent leaves an internal comment on a ticket.

 

Notify when a ticket is assigned: Agent gets an email notification when a ticket is assigned to them.

How to Enable Email Notifications as an Agent

These are the email notifications that individual agents can set for themselves. Each agent 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 agent will receive alerts when another agent responds to a customer ticket.
  • Reply from Client: When enabled, the agent will receive a notification when a customer responds on the ticket.
  • Internal Note: When enabled, the agent will receive a notification when someone leaves an internal note.
  • New Ticket: When enabled, the agent will receive a notification on the generation of a new ticket.
  • Ticket Assign to self: When enabled, the agent 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