How to Customize the Message of Your 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.

Benefits of email notifications:

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

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

In this article, you’ll learn:

1. How to access email notification 
2. How to enable email notifications for your 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

1. How to access email notification 

To find all the notification templates, click Settings >> Notifications >> General.

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.

2. How to enable email notifications for customers

Step 1. To allow notifications for customers, go to Settings, click Inboxes and open an inbox for editing.

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

3. How to enable email notifications for your agents

Step 3. Scroll down further on the inbox settings screen to find more options for enabling email notifications for in-house users.

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, do not forget to save your settings. 

4. How to customize email notifications for specific inboxes

Step 1. Under your ProProfs Help Desk settings, go to:

1. Notifications
2. Switch to the tab Customise by Inbox
3. Click +New Notifications

Step 2. Follow the steps shown in the screenshot below to customize inbox-specific email notification templates.

1. Select the inbox for which you want to customize email notification templates.
2. Ensure the notification Status is On. 
3. Click on a notification template to edit it. The template appears as shown in the screenshot below. Don’t edit the placeholders (text prefixed with #%). You can customize the rest of the text as you like.

See the List of Placeholders to learn what each placeholder means.

Step 3. Click Save when you’re done customizing the templates for the selected inbox.

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. From your ProProfs Help Desk dashboard, go to your profile icon on the top right corner, and click My Account.

Step 2. Go to the Notifications 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 is 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.

That is all about customizing email notification messages.