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How to Customize Ticket 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.

Watch this quick video to learn about customizing email notification messages.

Or continue reading to learn it step-by-step.

For example, agents will get an automated “New Ticket Notification” email whenever a new ticket arises. Also, when an agent responds to a customer’s issue, they will receive an email notification that their problem has been resolved.

Benefits of email notifications:

Keep all the stakeholders informed of ticket progress
Improve first response time
Never miss a support opportunity

In this article, you’ll learn:

1. How to Configure Email Notifications

2. How to Enable Email Notifications for Customers

3. How to Enable Email Notifications for Your Agents

4. How to Customize Email Notifications for Specific Inboxes

5. How to Change Notification Preferences as an Agent

6. How to Enable Child Ticket Notification

1. How to Configure Email Notifications

Go to Settings (1) > Workflows (2) > Notifications (3) in your help desk account to find all the notification templates you can configure.

Let’s understand the default notification types:

Auto-response to Customer on New Ticket Creation: This notification is sent to the customer when a new ticket is created for them. For example, if an agent creates a ticket during a support call, a notification is sent to the customer, informing them of the ticket number for their query.
Alert to Customer on User Response: This notification is sent to the customer when you or your agent responds to a customer ticket.
New Ticket Notification: This notification is sent to your agents when a new ticket is created.
Alert Team on User Response: This notification is sent to your agents when an agent responds to a ticket.
Alert Received by Users on Internal Note: This notification is sent to all your agents when an agent adds a note to a ticket.
Ticket Assignment Notification: This notification is sent to the particular agent when a ticket is assigned to them.
Alert to User on Customer Response: This notification is sent to all your agents when a customer responds to a ticket.
Auto-Response to Customer on Ticket Closure: This notification is sent to the customer when their ticket is resolved. You can turn its status On or Off per your liking.

2. How to Enable Email Notifications for Customers

Step 1: Go to Settings > Channels > Inboxes. Open an inbox to edit.

Step 2. Enable “Autoresponse for this email” to send an automated response to a customer each time they write to you on this email.

Note: The notification “Alert to Customer on User Response” is activated by default and can’t be turned off. However, you can customize this notification under Notifications.

3. How to Enable Email Notifications for Your Agents

Step 3: In continuation of the above step, scroll down to find the following settings.

Here’s what the above notifications mean:

Notify when a new ticket is created: Agents with access to this inbox are notified every time a new ticket is created for this email ID.
Notify when a staff member replies to a ticket: Agents with access to this inbox are notified when an agent responds to a ticket.
Notify when you receive a reply from a client: The agent assigned to a particular ticket will receive a notification each time a customer responds to a ticket.
Notify when an internal note is added to a ticket: Agents with access to this inbox are notified each time a user adds an internal note to a ticket.
Notify when a ticket is assigned: An agent is notified when a ticket is assigned to them.

After completing the setup of email notifications for agents, remember to save your settings.

4. How to Customize Email Notifications for Specific Inboxes

Step 1: Go to Settings in your help desk account.

Step 2: Navigate to Workflows > Notifications > Customize by Inbox, and click + New Notifications.

Step 3: Follow the steps in the screenshot below to customize inbox-specific email notification templates.

1. Pick the inbox to customize its email notification templates.
2. Ensure the notification status is On.
3. Click a notification template to edit it.

The template appears as shown in the screenshot below. Also, see the List of Placeholders to learn what each placeholder means.

Note: Don’t edit the placeholders (text prefixed with #%). You can customize the rest of the text as you like.

Once done, click Save. The newly created email notification template gets listed under the Customize by Inbox tab. You can also open them for editing.

5. How to Change Notification Preferences as an Agent

Step 1: Go to your profile icon in the top-right corner of your help desk account and click My Account.

Step 2. Go to Notification and select the Tickets tab to find all the conditions for email notifications you can enable for yourself as an agent.

These are individual user settings that, if disabled, override email notification settings that your admin has set for you. For example, ten users are assigned to a particular inbox, and the admin has enabled notifications for all the users. However, individual users can exercise control over the types of notifications they would like to get.

Here’s what these notification types mean:

Notify when a staff member replies to a ticket: You’re notified when another agent responds to a customer ticket.
Notify when you receive a reply from a client: You’re notified when a customer responds to a ticket.
Notify when an internal note is added to a ticket: You’re notified when another agent adds a comment to a customer ticket.
Notify when a new ticket is created: You’re notified when a new ticket is created.
Notify when a ticket is assigned: You’re notified when a ticket is assigned to you.
Notify when an internal request is created: You’re notified when an internal request is generated by another team member.

6. How to Enable Child Ticket Notification

Step 1: Go to the user profile and click “My account.”

Step 2: Go to Notification and select the “Child Tickets” tab.

Step 3: Select “On” for the conditions you wish to receive the notifications.

Here’s a brief overview of notification options available for child tickets:

Notify when the Handler/Requester replies to my associated child ticket: The staff member will receive an email notification when the handler or requester of a related child ticket responds.
Notify when a team responds to a child ticket: The staff member will receive an email notification when any member of the assigned team replies to a child ticket.
Notify when a new child ticket is created for a team: The staff member will receive an email notification when a ticket is created for their team by their manager.
Notify when a child ticket is assigned: The staff member will receive an email notification when a ticket is assigned to them.
Notify when a child ticket is closed: The staff member will receive an email notification when a child ticket they’re associated with is closed.

That is all about customizing email notification messages.

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