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How to Customize Email Notifications?

Email notifications are automated messages, alerts, and responses sent to customers and staff members when a specific predefined condition is satisfied. Email notifications enable staff members and customers to keep track of tickets.

ProProfs Help Desk provides multiple conditions under which you can send and receive email notifications and customize the messages per your liking.

What Is Email Notifications?

Email Notifications are automated messages that ProProfs Help Desk sends to customers and agents when a predefined ticket condition occurs. They live under Settings > Workflows > Notifications for account-wide templates, with additional controls at the inbox level under Channels > Inboxes and at the individual level under My Account > Notification.

Why Use It?

Email notifications keep customers and agents aligned on ticket progress without anyone having to check the help desk manually.

A customer submits a ticket and expects confirmation: an auto-response reassures them their query was received.
An agent is juggling several ticket threads at once: targeted alerts flag only the tickets that need their action.
A ticket gets reassigned or spawns a child ticket: reassignment and child-ticket alerts keep every stakeholder in the loop automatically.

Example Use Cases

A support agent turns on Notify when a ticket is assigned so they never miss a case routed to them.
A team manager edits the auto-response template for the Billing inbox to match its specific tone.
A support lead enables AI Auto Reply on a high-volume inbox so common questions get answered from the knowledge base instantly.

1. How to Configure Email Notifications

Step 1: Go to Settings > Workflows > Notifications.

Step 2: On the All Inboxes tab, review the full list of default notification types and what each one does.

Let's understand the default notification types:

Auto-Response to Customer on New Ticket Creation: Notify the customer that a new ticket has been created for their query.
Alert to Customer on User Response: Notify the customer every time a user leaves a message on their query.
New Ticket Notification: Send a notification to all team members every time a new ticket is created in Help Desk.
Alert Team on User Response: Notify the entire team when a team member responds to the ticket.
Alert Received by Users on Internal Note: Notify the entire team when a team member adds a note to the ticket.
Ticket Assignment Notification: Send notification to the user that a ticket has been assigned.
Alert to User on Customer Response: Users get notified when the customer responds to the ticket.
Auto-Response to Customer on Ticket Closure: Notify the customer that their support ticket has been closed.
Auto-Response to Customer on Ticket Resolution: Notify the customer that their support ticket has been resolved.
Auto-Response to Staff When Ticket Is Overdue: Notify the staff that a ticket is overdue.
Notify the Internal Ticket Requester Upon Ticket Assignment: Send an update when the ticket is assigned to an agent.
Notify the Team When a Ticket Is Reassigned to an Inbox: Sends the team an email when a ticket is reassigned to an inbox.

Step 3: Click Save to apply the account-wide notification settings.

How to Enable email notifications for customer inboxes

Step 4: Go to Channels > Inboxes.

Step 5: Click the three-dot action menu next to an inbox and select Edit.

Step 6: On the Inbox Details tab, turn on the AI Auto Reply toggle to send an AI-generated reply automatically when the knowledge base has a relevant answer.

Step 7: Click Save to apply the change.

How to Enable email notifications for agent inboxes

Step 8: In the same inbox edit screen, click the Notification Details tab.

Step 9: Enable the alerts you need for this inbox.

Let's understand the default notification types:

Auto response for this email: Sends an automatic reply from this inbox's email address.
Notify when a new ticket is created: Notifies agents when a new ticket comes into this inbox.
Notify when a staff member replies to a ticket: Notifies agents when a staff member replies to a ticket in this inbox.
Notify when you receive a reply from a client: Notifies agents when a customer replies to a ticket in this inbox.
Notify when an internal note is added to a ticket: Notifies agents when a note is added to a ticket in this inbox.
Notify when a ticket is assigned: Notifies the agent when a ticket from this inbox is assigned to them.
Notify when an internal request is created: Notifies agents when an internal request is created for this inbox.
Notify the team when a ticket is reassigned to an inbox: Notifies the team when a ticket is reassigned to this inbox.

Step 10: Click Save to confirm the inbox notification settings.

How to Customize email notifications for specific inboxes

Step 11: Go to Settings > Workflows > Notifications > Customize by Inbox to see the inboxes that already have specific notification settings.

Step 12: Click + New Notifications to set up notifications for another inbox.

Step 13: Select the Inbox from the dropdown and turn the Status toggle on.

Step 14: Click a notification type, such as Auto-Response to Customer on New Ticket Creation, to expand it and edit the Subject and message text.

Step 15: Click List of Placeholders to see the available placeholders and insert the ones you need into the subject or message.

Note: Don't edit placeholder text (for example, %ticket or %name). Customize only the surrounding message.

Step 16: Repeat for any other notification types you want to customize for this inbox.

Let's understand the default notification types:

Alert Team on User Response: Notify the entire team when a team member responds to the ticket.
Alert Received by Users on Internal Note: Notify the entire team when a team member adds a note to the ticket.
Ticket Assignment Notification: Send notification to the user that a ticket has been assigned.
Alert to User on Customer Response: Users get notified when the customer responds to the ticket.
Auto-Response to Customer on Ticket Closure: Notify the customer that their support ticket has been closed.
Auto-Response to Customer on Ticket Resolution: Notify the customer that their support ticket has been resolved.
Auto-Response to Staff When Ticket Is Overdue: Notify the staff that a ticket is overdue.
Notify the Internal Ticket Requester Upon Ticket Assignment: Send an update when the ticket is assigned to an agent.
Notify the Team When a Ticket Is Reassigned to an Inbox: Sends the team an email when a ticket is reassigned to an inbox.

Step 17: Click Save to publish the inbox-specific notification settings.

How to change notification preferences as an agent

Step 18: Click your profile icon and select My Account.

Step 19: Click Notification in the left panel, then select the Tickets tab.

Step 20: Enable the alerts you want to receive as an agent.

Let's understand the default notification types:

Notify when a staff member replies to a ticket: Sends you an alert when another staff member replies to a ticket.
Notify when you receive a reply from a client: Sends you an alert when a customer replies to your ticket.
Notify when an internal note is added to a ticket: Sends you an alert when a teammate adds an internal note to a ticket.
Notify when a new ticket is created: Sends you an alert whenever a new ticket comes in.
Notify when a ticket is assigned: Sends you an alert when a ticket is assigned to you.
Notify when an internal request is created: Sends you an alert when an internal request is created.
Notify the team when a ticket is reassigned to an inbox: Sends you an alert when a ticket is reassigned to a different inbox.

How to Enable child ticket notifications

Step 21: Under My Account > Notification, click the Child Tickets tab.

Step 22: Turn on the toggles for the alerts you need.

Let's understand the default notification types:

Notify when the Handler/Requester replies to my associated child ticket: Sends you an alert when the handler or requester replies to a child ticket linked to you.
Notify when a team responds to a child ticket: Sends you an alert when a team member responds to a child ticket.
Notify when a new child ticket is created for a team: Sends you an alert when a new child ticket is created for your team.
Notify when a child ticket is assigned: Sends you an alert when a child ticket is assigned.
Notify when a child ticket is closed: Sends you an alert when a child ticket is closed.

Pro Tips & Interactive Settings

Tip: AI Auto Reply only sends a response when the knowledge base contains a relevant answer, so keep your articles current for the highest reply rate.

Permissions: Individual agent notification preferences override the admin-level defaults, so an agent can turn off an alert type even if an admin enabled it for the whole inbox.

Tip: Alert to Customer on User Response is on by default and can't be turned off, but its message text can still be edited under Customize by Inbox.

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