Zap Helpdesk App comes with certain built-in Notifications which can be used to notify customers (requesters) and support agents when certain events occur. The notification can be sent via email or shown in-app.

Points to Note:

  1. Each Case record is linked to “Applicable Queue”. You can configure separate set of notifications for each applicable queue. So you could have different set of notifications for Sales Queue and different for Support Queue.
  2. The Notifications can be categorized in to two broad categories:
    Agent Notifications: These notifications would go to the support agents (Internal Recipients) linked to the Case.
    Requestor Notifications: These notifications would go mainly to Requestors (External Recipients) linked to the Case.
  3. Recipients for notifications are stored in Case record in section: “External Recipients” and “Internal Recipients”
  4. In-App notifications would require license for Zap Notifications/Alerts solution.

To configure notifications,
=> Browse to “Notification Settings” which come under “Configuration Settings”
=> Click “New”
=> In section “General”, select “Applicable Queue” (eg Zap Support, Zap Sales, …)
=> In section “Agent Notifications” … select the notifications for Support Agents (mainly Internal => Recipients stored in Case record) eg Case Owner.
=> In section “Requestor Notifications”… select the notifications for Requestor (mainly External Recipients from Case record) eg Case.Customer, Case.Contact, Sender email etc.

Agent Notifications: These notifications are sent to “Internal Recipients” stored in Case record. Below are the notifications:

  • Case assigned to User: This notification will not be sent if a user assigns the case to himself.
  • Case assigned to Team:
  • New Case through Email2Case:
  • New Email Response received from Requestor/Customer:
  • Follow-Up Support Agent if No Response Sent: This is a reminder notification sent to Support Agent if they do not respond to Requestor/Customer within X hours of receiving response.
    For example, if requestor sends an email to your support team…Helpdesk Email2Case can automatically change the case status to “New Response Received”.
    Now if you enable this Follow-Up Notification and the “Case Status” still remains the same “New Response Received” after X hours then a reminder notification will be automatically sent to your Support Team/ Case Owner (basically to Internal Recipients stored in Case record) to respond back to Requestor.Additional Step to be performed by Administrator: Browse to Processes and search for “Zap HD Send Follow-up Notifications To Support Agent”.
    Edit this workflow
    Edit the step “If Case: Status Reason Equals [—] AND Case: Zap Allow Agent Follow Up Equals [Yes] then…”
    Select the “Status Reason”
    e.g. Status Reason could be: New Response Received (From Customer)
    Use case is that when new response is received from Requestor/Customer… then Case Status changes to “New Response”.
    Now it is expected that the Support team will get back to the requestor.
    When they get back… they would change the Case Status to something else (other than “New Response”)
    If the Case Status still remains as “New Response” after X hours… then an automatic follow-up notification can go to Support team (Internal Recipients stored in Case).
  • New Portal Comment:

Requestor Notifications:

  • New Case through Email2Case:
  • New Case through Agent:
  • Case Closure:
  • Re-Open Case through Email:
  • Follow-Up Requestor if No Response Received within X Hours:
  • This is a follow-up notification sent to Requestor if they do not respond to Support team within X hours of receiving response (from  Support).
    For example, if support agent sends an email to your support team…Helpdesk Email2Case can automatically change the case status to “Awaiting Customer Response” (this is configurable).
    Now if you enable this Follow-Up Notification and the “Case Status” still remains the same “Awaiting Customer Response” after X hours then a reminder notification will be automatically sent to Requestor/Customer (basically to External Recipients stored in Case record).

    Additional Step to be performed by Administrator: Browse to Processes and search for “Zap HD Send Follow-up Notifications To Requestor”.
    Edit this workflow
    Edit the step “If Case: Status Reason Equals [—] AND Case: Zap Allow Requestor Follow Up Email Equals [Yes] then…”
    Select the “Status Reason”
    e.g. Status Reason could be: Awaiting Customer Response
    Use case is that when Agent sends response to  Requestor … then Case Status changes to “Awaiting Customer Response”.
    Now it is expected that the Requestor will respond back to the support agent.
    When they get back… they would change the Case Status to something else (other than “Awaiting Customer Response”)
    If the Case Status still remains as “Awaiting Customer Response” after X hours… then an automatic follow-up notification can go to Requestor (External Recipients stored in Case).

 

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