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Email Notifications 17-May-2017 8:08 am Posted by: Vista Support

Change Status of Agent/Admin Notification

The Email notifications can be used to send out automatic emails when specific events occur.

Click Settings → Helpdesk Productivity.

Click the Toggle switch as ON or OFF to enable/disable an email notification.

For e.g. Set the status of New Ticket Created as ON to send email notifications to Agents/Admin every time a new ticket is generated.

Edit Agent/Admin Notification

Click Settings → Email Notifications.

Click the pencil icon under Action.

Now you can update the Subject or Message description.

Placeholders are for dynamic content that changes with every ticket. To add placeholders, click Insert Placeholders.

For e.g. To add Ticket subject dynamically for every ticket in email notification, select the placeholder Ticket → Subject. This placeholder will be added in your message description.

Click Save to update the email notification.

Change Status of Customer Notification

Customer Notifications are used to send out automatic emails to your customers when specific events occur.

Click Settings → Helpdesk Productivity.

Now switch to Customer Notifications tab.

Click the Toggle switch as ON or OFF to enable/disable an email notification.

For e.g. Set the status of Agent Closes the Ticket as ON to send email notification to customer when ticket is closed.

Edit Customer Notification

Click Settings → Email Notifications.

Now switch to Customer Notifications tab.

Click the pencil icon under Action.

Now you can update the Subject or Message description.

Placeholders are for dynamic content that changes with every ticket. To add placeholders, click Insert Placeholders.

For e.g. To add Ticket Requester name dynamically for every ticket in Customer email notification, select the placeholder Requester → Requester Name. This placeholder will be added in your message description.

Click Save to update the Customer email notification.

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