Notifications

Notifications are messages that customers, agents, or groups receive when certain events occur or are triggered in your helpdesk, such as sending a ticket response through an email channel, confirming a ticket creation, etc.

SimpKo provides some default notifications that you can use out of the box or customize to suit your needs. In addition to the default notifications provided, you can add other notifications that you need.

If you support customers in multiple languages you can provide Notifications in your customers' language. After adding the desired support language you can edit/translate templates, text blocks and placeholders you created in the corresponding language.

From the payment plan Advanced onwards, additional notifications can be added.

Topics of this article:
Notifications via E-mail channels - Descriptions and Functionality
Components of Notifications
Make the Content of Notifications Channel-Specific
Predefined Default Notifications
Activate/Deactivate Notifications
Add, Edit, Delete Notification

Notifications via E-mail channels - Descriptions and Functionality

	E-mail Channel
Ticket reply (when Reply or Reply & Resolve button is pressed in the ticket)	When replying to a ticket submitted via an e-mail channel, the reply will always be sent via notification. SimpKo provides the default 'Ticket Reply' notification for this, which is assigned to the predefined 'Agent Replies to Ticket' rule, which ensures that agent replies to tickets of an e-mail channel are sent to the requesting customers.
Notifications	In addition to the ticket reply notification, other notifications can be created/activated and sent based on specific events.
Template	An e-mail notification always requires a template, which is the basic structure of an e-mail notification.
Notification Recipients	E-mail notifications are sent to the email address saved in the customer/user profile. Recipients of e-mail notifications can be customers, agents or groups - see under Targets.
How notifications work	- The content of an E-mail Notification is defined by the Text Block assigned to it, which is assembled into an e-mail using a Template. - The group of addressees (customer, agent or group), i.e. the recipient(s), is defined as Target in the notification. - In order for a notification to be sent from your SimpKo account, it must be triggered via an activated Rule.

Components of Notifications

Notifications consist of several components that must be created/set up before a notification can be sent from your helpdesk.

The components in brief:

Templates: Signature, footer and logo of your company can be entered here. You can customize the default template for your business and also create a separate template for each communication channel (i.e. for each email address you have set up for support requests).

Note: For e-mail notifications, the template is the necessary framework.
Text Blocks: A text block defines the text content of a notification. Assigning a text block to a notification inserts the content of the notification. Appropriate placeholders can be used in text blocks to personalize content. Universal text blocks are assigned to the available default notifications, but you can modify them.
Targets of notifications: The target determines the recipient(s) of a notification. Depending on the communication channel, these can be:
Customer - In the case of notifications sent via e-mail channels, the target 'Customer' includes not only the requesting person but also Cc addresses specified in the ticket.
Agent - If the target is 'Agent', the agent assigned to the ticket receives the notification.
Group - If 'Group' is selected as the target, the notification will be sent to all active users belonging to the group (the user must be verified and not locked). The group is the group to which the ticket is assigned to.
Rules: The sending of notifications is triggered by rules. For this purpose, after selecting the intended triggers/conditions, 'Notification' must be selected as the action step for a rule and the 'Desired notification' as the associated value. The predefined default notifications are already assigned to corresponding rules.

Make the Content of Notifications Channel-Specific

If you would like to design the content of notifications channel-specific, proceed as follows:

Create the text block you want.
Create the notification and select this text block.
Create the rule for the notification and define as 'Condition' the channel(s) for which the notification should apply and select the desired notification as 'Action'.

Predefined Default Notifications

The predefined default notifications can be viewed under Notifications >> Messages >> Tab of the different Targets (Customer/Agent/Group). The lists below show the different notifications and the rule by which they are triggered or when they are sent.

Notifications to Customers and Cc

Notification	Triggering Rule
Ticket Reply	Agent replies to Ticket - This notification is used for the e-mail channel when replying to tickets, i.e. when the Reply or Reply & Resolve button is pressed in the ticket.
New Ticket	Notify Customer/Cc about ticket creation - When a new ticket is received in your helpdesk (including manually created tickets on behalf of customers), this notification is sent to inform the corresponding customer that a ticket has been created.
Ticket Assignment	Ticket has been assigned - When a ticket is assigned to an agent, this notification is sent to inform the customer about it.
Ticket has been resolved	Ticket has been resolved - This notification is sent when the ticket has been 'resolved', i.e. the status has been changed accordingly.
Ticket has been closed	Ticket has been closed - This notification is sent when the ticket has been 'closed', i.e. the status has been changed accordingly.

Notifications to Agents

Notification	Triggering Rule
Reply to Ticket	Reply to Ticket - When a reply (including replies from Cc/Bcc) is added to one of the tickets the agent is assigned to.
Assignment Agent to Ticket	Agent was assigned to a ticket - This notification is sent when a ticket has been assigned to an agent.
Private Note	Private Note added - When a private note has been added to a ticket to which the agent is assigned to.

Activate/Deactivate Notifications

Deactivating a notification prevents the sending of messages, since it can no longer be used by the rule it is assigned to. For example, if the 'Ticket Reply' notification is deactivated under the Customer tab, customers will no longer receive emails for any replies sent from your helpdesk.

Notifications can be activated/deactivated from the overview page or the details page.

Activate/deactivate notification from the overview page:

Go to Notifications >> Messages >> corresponding tab (Customer, Agent, Group).
The on/off switch shows the status of the notification. Blue indicates the notification is enabled and gray indicates the notification is disabled.
Click on the notification you want to enable/disable and toggle the switch.

Activate/deactivate notification from the detail page:

Go to Notifications >> Messages >> corresponding tab (Customer, Agent, Group).
Click on the edit icon () of the desired notification.
Activate/deactivate the 'Active' checkbox.

Add, Edit, Delete Notification

Go to Notifications >> Messages.

Add, Edit Notification

Add notification: Click on "New Notification".

Edit existing notification: Under the desired tab (customer, agent, group), click the edit icon () of the notification you want to edit.
Available Form fields:

Name: Enter the desired name for the notification.
Description: A description for the notification can be added.
Text Block: Select the desired text block for the notification from the list.
Target: Select the target - customer, agent or group - of the notification.
Active: Only an activated notification can be sent via an activated rule.
After creating/editing click on Save.

Delete Notification

Under the tab of the different targets (customer/agent/group) click the delete icon () of the desired rule and then on Yes, Delete to confirm the deletion process.