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

Receipt of ticket reply
Notifies 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

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



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 assignee that their ticket has received a new response

Receiving ticket for review 
Notifies the reviewer that a ticket is pending review

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

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

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

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

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

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

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

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

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

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

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

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

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

The notification rules have their predefined template. The template can be customized for both Email and SMS, as required.

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.