Managing Notification Rules/Triggers in Zoho Desk

Managing Notification Rules/Triggers in Zoho Desk

Zoho Desk provides a standard set of notification rules that can be used to notify your customers and agents. You can activate or deactivate these rules if needed. Also, notifications can be sent via e-mail or SMS/Text Message.

Here are the standard notification rules that are available in your help desk:

 Type
 Name
 Description
 Contact Notifications
 Receiving a new ticket
 Notifies the requester that their ticket has been received

 Acknowledging a ticket reply
 Acknowledges the requester that their ticket response has been received

 Closing a ticket
 Notifies the requester that their ticket has been closed

 Adding a public comment
 Notifies the requester that a public comment is added to their ticket

 Editing a public comment
 Notifies the requester that a public comment is edited in their ticket

 Deleting a public comment
 Notifies the requester that a public comment is deleted from their ticket

 ^Receiving a reply
 Notifies the requester of a new reply received on their ticket

 #CC'd users on receiving a ticket
 Notifies CC'd users on a ticket that their ticket has been received



 CC Notifications
 Receiving a new ticket
 Notifies CC'd users on a ticket that their ticket has been received

 Receiving a reply
 Notifies CC'd users of a new reply received on their ticket

 Acknowledging a ticket reply
 Acknowledges the CC'd user that their ticket response has been received

 Closing a ticket
 Notifies CC'd users on a ticket that their ticket has been closed

 Adding a public comment
 Notifies CC'd users that a public comment is added to their ticket

 Editing a public comment
 Notifies CC'd users that a public comment is edited in their ticket

 Deleting a public comment
 Notifies CC'd users that a public comment is deleted from their ticket

 Adding CCs to an existing ticket
 Notifies users when they are added as a CC on an existing ticket



 Agent Notifications
 Assigning a ticket
 Notifies the agent who has been assigned to a ticket of the new assignment

 Receiving a ticket reply
 Notifies the agent that their ticket has received a new response

 Receiving ticket for review 
 Notifies the reviewer (approver) that a ticket is pending their review

 Adding a comment
 Notifies the agent when a comment is added to their ticket

 Editing a comment
 Notifies the agent when a comment is edited in their ticket

 Deleting a comment
 Notifies the agent when a comment is deleted from their ticket

 Mentioning in a ticket
 Notifies the agent who has been mentioned on a ticket

 Assigning a call
 Notifies the agent who has been assigned to a call of the new assignment

 Completing a call
 Notifies the agent when the call created for their ticket is completed

 Mentioning in a call
 Notifies the agent who has been mentioned on a call

 Assigning a task
 Notifies the agent who has been assigned to a task of the new assignment

 Completing a task
 Notifies the agent when the task created for their ticket is completed

 Mentioning in a task
 Notifies the agent who has been mentioned on a task

 Assigning an event
 Notifies the agent who has been assigned to an event of the new assignment

 Completing an event
 Notifies the agent when the event created for their ticket is completed

 Mentioning in an event
 Notifies the agent who has been mentioned on an event

 Assigning a blueprint transition
 Notifies the agent who has been assigned to perform a transition on a blueprint



 Department Notifications
 Receiving a moved ticket
 Notifies all agents when a ticket is moved to their department

 Creating a new ticket
 Notifies all agents when a ticket is created that has not been automatically assigned

 Receiving a shared ticket
 Notifies all agents when a ticket is shared with their department



 Team Notifications
 Assigning a ticket
 Notifies the team members when a ticket is assigned to their team

 Receiving a ticket reply
 Notifies the team members when a ticket assigned to their team has received a new response

 Adding a comment
 Notifies the team members when a comment is added to a ticket assigned to their team

 Editing a comment
 Notifies the team members when a comment is edited in a ticket assigned to their team

 Deleting a comment
 Notifies the team members when a comment is deleted from a ticket assigned to their team

 Mentioning in a ticket
 Notifies the team members when their team is mentioned on a ticket

 Assigning a call
 Notifies the team members when a call is assigned to their team

 Completing a call
 Notifies the team members when a call assigned to their team is completed

 Mentioning in a call
 Notifies the team members when their team is mentioned on a call

 Assigning a task
 Notifies the team members when a task is assigned to their team

 Completing a task
 Notifies the team members when a task assigned to their team is completed

 Mentioning in a task
 Notifies the team members when their team is mentioned on a task

 Assigning an event
 Notifies the team members when an event is assigned to their team

 Completing an event
 Notifies the team members when an event assigned to their team is completed

 Mentioning in an event
 Notifies the team members when their team is mentioned on an event
^ Notification is available only on enabling the CC feature in tickets       |       # Notification is not available on enabling the CC feature in tickets

Notes:
  1. The notification rules have their predefined template. The template can be customized for both Email and SMS, as required.
  2. CC Notifications are available only on enabling the Allow CCs on tickets feature under Setup > General Settings > Tickets.

Enabling Notification Rules
By default, the notification rules are disabled in your help desk. You can enable the rules as per your requirements. 
To enable notification rule:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Notify under Automation.
  3. In the Notification Rules page, select a department from the drop-down.
  4. Click the toggle to enable the necessary rules for Customers and Agents.



The rules will be enabled instantly.

Customizing Templates
You can customize the predefined Email and SMS templates provided for the notifications in Zoho Desk.
To customize templates:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Notify under Automation.
  3. In the Notification Rules page, select a department from the drop-down.
  4. Hover you mouse pointer and click the Edit Template icon (  ) corresponding to the notification rule.
  5. In the Edit Email/SMS Template page, make the desired changes.
  6. Click Preview to view the Email.
    Preview option is not available for SMS notifications.
  7. Click Save.

Note:
  • For SMS notifications, you must purchase credits from either Screen Magic or Clickatell (our technology partners) and configure their SMS gateway in Zoho Desk.

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