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You can configure to send notification and alerts to account managers, contacts and support reps on various instances such as, notify contacts when requests are closed, alert support reps when a request is assigned to them an so on.
In addition, there here may be some default actions that you might want to perform when the state of any item changes. These default configurations can also be defined under Notification Rules.
Click on the Admin tab in the header pane to open the configuration wizard page.
Click on Notification
Rules icon
under the Helpdesk Settings
block. The set of Notification Rules is displayed. You can sent notifications
for Request and Solution
modules.
To enable or disable any of the notification rules, select or de-select the check box beside each of the rules.
For certain notifications like, "Alerting support reps when a new request is created", you can choose the support rep (s) who need to be notified by clicking Choose button and selecting the support reps from the pop-up window. Click Ok.
Click Save.
Customizing Templates
You can customize the message template which will be sent for various event such as replying a request, SLA escalation, notify support reps, alert events, announcements and so on. You can also customize the message template for each of the notifications.
To customize the template,
Click on the Customize Template link of the notification. The template opens in a editable format as shown below,
Modify the notification Subject and Message by adding or deleting variables to either of the block. To add variables to subject and message of the email template, just click the corresponding variable in the list box on the right.
Once you have completed the modifications, Save the settings.
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