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Events Available in the Email Notification: Agent, Contact, Watchers
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The Email Notification feature offers a range of events to trigger automated email alerts based on specific actions within a system.
Understanding how to configure these events in the Email Notification settings allows users to stay informed and engaged with relevant information in a timely manner.
Note: Enable the specific event options to receive email notifications whenever a specific action occurs.
Here is a list of events available for sending automated email notifications:
Agent
| Events | Description |
|---|---|
| Agent Invitation | Whenever a new account is created in the system for the agent, the added agent will receive an email notification to activate their account. |
| Agent Password Reset | Whenever an agent initiates a request to reset their password, or if an admin sends a password reset email to the agent, the agent will receive an email notification. |
| Notes Added to Ticket | Whenever a permitted agent adds a private note to a ticket, the assigned agent will receive an email notification. |
| Ticket Replied | Anytime an agent or the associated contact replies to a ticket, the assignee will receive an email notification. |
| Ticket Assigned to Agent | Whenever a ticket is assigned to an agent, either through automation or manual assignment, the assigned agent will receive an email notification. |
| Ticket Assigned to Group | Whenever a ticket is assigned to a specific group, either through automation or manual assignment, all members of the assigned group will receive an email notification. |
| First Reply Time SLA Reminder | The ticket assignee will receive a reminder to provide a first response, based on the SLA target. |
| First Reply Time SLA Escalation | The ticket assignee will be notified when the first response is overdue, based on the SLA target. |
| Next Reply Time SLA Reminder | The ticket assignee will be reminded to provide the next response, based on the SLA target. |
| Next Reply Time SLA Escalation | The ticket assignee will be notified when the next response is overdue, based on the SLA target. |
| Resolution Time SLA Reminder | The ticket assignee will be reminded to resolve the ticket issue, based on the SLA target. |
| Resolution Time SLA Escalation | The ticket assignee will be notified when the resolution is overdue, based on the SLA target. |
| Satisfaction Feedback Added | Whenever a requester adds satisfaction feedback to the ticket, the ticket assignee will be notified. |
| Ticket Public Note Added | Whenever a public note is added to a ticket by either any agent or the contact associated with the ticket, the ticket assignee will be notified. |
| KB Article Published | Whenever a knowledge base (KB) article is published, the author (agent) of the KB will be notified. |
| KB Status Transition | Whenever the status of a knowledge base (KB) article is changed by the assignee or other agents with permission, the author (agent) of the KB will be notified. |
| KB Comments Added | Whenever a comment is added to a knowledge base (KB) article by the assignee or other agents with permission, the author (agent) of the KB will be notified. |
| KB Notes Added | Whenever a note is added to a knowledge base (KB) article by the assignee or other agents with permission, the author (agent) of the KB will be notified |
| KB Feedback Received | Whenever feedback is added to an article, the author of the KB will be notified. |
| Ticket Forward Activity Assigned | When a ticket is forwarded to an external user, a forward activity is created. If it is assigned to an agent, the assignee of the ticket activity will be notified. |
| Ticket Forward Activity Reply Created | Whenever a reply is added to the ticket forward activity by either the agent or the contact, the assignee of the activity will be notified. |
| Ticket Forward Activity Closed | Whenever a ticket forward activity is closed, the assignee will be notified. |
| Activity Assigned | Whenever an activity is created and assigned to an agent, the assigned agent will be notified about the new activity. |
| Activity Closed | Whenever an activity status is marked as ‘Closed’ by any agent, the assignee will be notified. |
| Activity Cancelled | Whenever an activity status is marked as ‘Canceled’ by any agent, the assignee will be notified. |
| Activity Replied | Whenever an agent replies to an activity, the assignee will be notified. |
| Approval Request Created | When an approval request is created for a ticket, the respective approver will be notified. |
| Approval Request Created On Behalf | When a ticket approval request is created on behalf of another agent, the added approver will be notified. |
| Approval Request Cancelled | When an approval request is canceled, the approver and the requester will be notified. |
| Approver Added | Whenever an approver is added to an existing approval request, the other approvers also receive a notification. |
| Approver Cancelled | When an approver is canceled/removed from an approval request, the other approvers also receive a notification. |
| Approver Approved | When an approver accepts a request, other added approvers also receive a notification. |
| Approver Rejected | When an approver rejects a request, other added approvers also receive a notification. |
| Approval Reminded | When an agent sends a reminder to a specific approver or to all the approvers in an approval request, the email notification will be delivered to the chosen approver or all approvers accordingly. |
Contact
Note: Both the requester and the CCs associated with the ticket are considered as contacts.
| Events | Description |
|---|---|
| Contact Activation | When a new account is created in the system, the added contact will receive an email notification to activate their account. |
| Contact Password Reset | When a contact initiates a request to reset the password, or if an agent sends a password reset email to the contact, the contact will receive an email notification. |
| Contact Verification | When an agent manually sends a verification email to a contact, a default email notification will be sent to that contact. |
| New Ticket Created | When the contact creates a new ticket either via the customer portal, by sending an email to the support email address or by being added to the ticket or email CC, that contact will be notified about the new ticket. |
| Ticket Replied By Contact | When a reply is added by the contact or the CCs in the ticket, all contacts associated with the ticket will be notified. |
| Ticket Replied By Agent | When an agent adds a reply, all contacts associated with the ticket will be notified. |
| Ticket Created Instead of Requester | When a ticket is created by an agent in the agent portal on behalf of a requester or by being added to the ticket CCs during ticket creation, the respective contact will be notified about the new ticket. |
| Ticket Solved | When a ticket is marked as ‘Solved’, associated contacts will be notified. |
| Ticket Closed | When a ticket is marked as ‘Closed’, associated contacts will be notified. |
| Ticket Public Note Added | When a public note is added to a ticket by either the agent or the contact, the contacts associated with the ticket will be notified. |
| Ticket Forward Activity created | When a ticket is forwarded to a user, a forward activity will be created, and the user, as well as the added CCs, will be notified. |
| Ticket Forward Activity Replied | When a reply is added to a forward activity by either the agent, the user, or the added CCs, all the associated contacts will be notified. |
Watchers
| Events | Description |
|---|---|
| New Ticket Created | When a new ticket is created, the watchers associated with the ticket will be notified. |
| Notes Added to Ticket | When a private note is added to a ticket by an agent, the watchers associated with the ticket will be notified. |
| Ticket Replied | When a reply is added to a ticket by either the agent or the requester, this event is triggered, notifying the watchers associated with the ticket. |
| Ticket Public Note Added | When a public note is added to a ticket by either the agent or the requester, the watchers associated with the ticket will be notified. |
| Satisfaction Feedback Added | Whenever the requester adds a satisfaction feedback to the ticket, the watchers will be notified. |
| Ticket Forward Activity Created | When a ticket is forwarded to an external user, a forward activity is created, and watchers associated with the activity will be notified. |
| Ticket Forward Activity Replied | When a reply is added to the ticket forward activity by either the agent or the user, associated watchers will be notified. |
| Ticket Forward Activity Closed | When an agent closes a ticket forward activity, the watchers will be notified. |
| Activity Created | When an activity is created by an agent, and watchers are added to that activity, the newly added watchers will be notified about the created activity. |
| Activity Closed | When an activity status is marked as ‘Closed’ by an agent, the watchers associated with the activity will be notified. |
| Activity Cancelled | When an activity status is marked as ‘Canceled’, the watchers will be notified. |
| Activity Replied | When an agent replies to an activity, the watchers associated with the activity will be notified. |
