Alerts – Alerts can be used to notify staff on their registered email id for different events in the helpdesk.

Say staff is currently not logged in to the system and a new Incident comes to the portal then Alerts can be used to notify the staff for the same on their email id.

• You can create various alert rules based on different events and criteria's in the helpdesk.

Steps to configure Alerts -

• Go to Admin setting>>Automation >>Alert.
• Email template: Select the required email template you want to send to your staff.
• Team: If you want to send a notification to the entire team then you can select the respective team name from here.
• Staff: If you want to send a notification to staff members then you can select the respective staff member from here.
• Event: You can select for which helpdesk event you want to trigger a notification for staff.
• ITIL event: You can select for which ITIL related event you want to trigger a notification for staff.

• Criteria: Select the desired criteria or condition based on which you want to send a notification.
• Once you have configured above fields and you need to click on Add button.

Note: We also provide integration with tools like Slack, Hipchat, SMS gateways which can be used to send alerts to staff.

Example of alerts and steps to configure the same :

1. Notify staff for ticket assignment

Steps for setting alert :

Email template: Select the email template which you want to send for notification.

Team: Select the team whom you want to notify.

Staff: Select the staff whom you want to notify when a ticket is assigned to them.

Event: Incident assign

Condition: Match AND condition

Owner equal to operator

Add: Click on add button to create an alert.

2. Notify staff when you delete the client

Steps for setting alert :

Email template: Select the email template which you want to send for notification.

Team: Select the team whom you want to notify.

Staff: Select the staff whom you want to notify when client is deleted.

Event: Delete client

Condition: Match AND condition

Owner equal to operator

Add: Click on add button to create an alert.