Notification Rules
SupportCenter Plus allows you to define notification rules based on various criteria to automate notifications. Automated notifications are useful to keep various stakeholders updated on important changes and events.
SupportCenter Plus offers a set of predefined notification rules for requests, tasks, solutions, approvals, and mobile app.
To configure a notification rule:
1. Go to Admin>>Main Settings>> Notification Rules.
2. Click the relevant tab to view the list of predefined notification rules.
3. Enable one or more rules of your choice using the checkbox(es) against the rule. For example, if you want your contact to be notified when the request is closed, enable the rule Acknowledge contact by e-mail when the request is closed under the Requests tab.
The notifications will be sent using default email templates. To customize it:
1. Click Customize Template against the desired rule.
2. Modify the email subject and body as required. You can also add dynamic content using variables. To insert a variable, use the $ sign. For example, $TaskTitle will dynamically get updated to the appropriate task title. You can edit the message and add inline images as per your requirements and then click Save.
Related Articles
Business Rules for Notifications
Business rules are used to automate certain actions for notifications that fulfill certain incoming criteria. Some of the actions that can be automated using business rules for notifications include pausing specific notifications or turning them off ...Business Rules
Business rules are used to automate certain actions for requests or records that fulfill certain incoming criteria. Some of the actions that can be automated using business rules include assigning groups, support reps, status, and priority, besides ...Task closing rules
SupportCenter Plus allows you to define various rules for closing a task such as mandating fields and customizing task status. To define task closing rules: 1. Go to Admin>>Helpdesk Customizer>>Task Closing Rules. 2. To mandate task fields for ...Business Rules for Notes
Business rules are used to automate certain actions for notes that fulfill certain incoming criteria. Some of the actions that can be automated using business rules for notes include making the notes public for all users or making the notes available ...Business Rules for Request
Business rules are used to automate certain actions for requests that fulfill certain incoming criteria. Some of the actions that can be automated using business rules include assigning groups, support reps, status, and priority. You can now create ...