Email Notifications in Case Management

Notify your users and get notified at every stage of the ticketing lifecycle.

Email Notifications are available in Case Management. You can now notify your users and get notified at every stage of the ticketing lifecycle. 

1. To access this feature: Navigate to Settings>>Case Management >> Email Notifications. 

2. This feature lets you trigger email notifications when a particular criterion is met. You can enable or disable the toggle according to your preferences.

3. You can also customize the subject line, email body, button text, email information(preview text that lands in the customer inbox). 

4. You can further choose to show or hide the SurveySparrow branding by enabling or disabling the toggle. 

Let’s see how this works.

An assignee will be notified in the following cases,

When a new case is assigned:

When there is a new mention in an internal note:

When a case is overdue:

When there is a new response in the case assigned:

When a case is closed: 

A requestor will be notified in the following cases:

When a case is overdue:

When a case is closed:

The emails will be triggered for the above touchpoints. 

Note:

• Email notifications can be enabled both for the assignee and the requestor. 

Please reach out to us if you have any questions. We are just a chat away!