Stay ahead with our latest CRM updates—discover all the new features here!
Last updated
Released Date - 13 January 2025
We're excited to roll out enhanced email notifications for the Ticket System module on the CRM. Designed to optimize support operations, these notifications keep both your team and clients informed at every step. From new ticket alerts to progress updates, managing support requests and follow-ups has never been easier.
With this feature, you'll deliver faster responses, maintain better communication, and prioritize client issues effectively, creating a more seamless support experience—all while improving internal efficiency.
Notifications for Back Office Admins
Instant New Ticket Alerts: Get notified the moment a new ticket is submitted, allowing quick assignment to ensure smooth and timely support.
Ticket Assignment Updates: Receive alerts when a ticket is assigned to you, so you can stay informed and take action promptly.
Client Response Alerts: Stay in sync with real-time notifications when a client responds, ensuring you never miss an opportunity to follow up quickly.
Ticket Status Change Updates: Track support requests with ease by receiving updates whenever ticket statuses change. These alerts help your team stay aligned on next steps.
Notifications for Clients
Response Notifications: Clients receive instant updates when your team responds, providing transparency and reassurance that their issues are being addressed.
Ticket Status Updates: Notify clients whenever their ticket status changes, keeping them informed and confident in the progress of their request.
We’ve introduced new ticket notifications for both Back Office Admins and Clients to ensure seamless communication and efficient follow-ups.
You can configure the notification recipients to ensure relevant parties are notified for different alerts. To do so, follow these steps:
Find the notification you wish to configure recipients for.
Click the "Edit" icon.
Select the notification recipients:
Individual Users
You can choose "Client's Owner" or "Assigned Party" as notification recipients too.
Client's Owner refers to the person assigned as the owner of the client. Selecting this option ensures the respective client owner receives the notification.
Roles
Select the notification method. The only available option is "Email".
Follow these steps to customize your notification templates:
Assigned Party refers to the party assigned to manage the ticket. Selecting this option ensures the person managing the ticket will be notified. This option is not available for "New Ticket Received - Pending Assignment" notification.
Click "Save" to update the recipients.
New Ticket Received – Pending Assignment
Notifies you when a new ticket is submitted by your client and is awaiting assignment. This ensures that tickets are assigned quickly, keeping the support process running smoothly and efficiently.
New Ticket Assigned
Notifies you when a ticket is assigned to you for follow-up. This ensures you are notified the moment a ticket is assigned to you, ensuring prompt follow-up and timely action on client needs.
New Reply to Ticket
Notifies you whenever a client responds to a ticket.
Stay updated with real-time notifications whenever a client responds to a ticket. ensuring you are prepared to follow up swiftly, maintaining smooth communication and efficient support.
Ticket Status Updated
Notifies you whenever the status of a ticket changes. This allows you to track the progress of tickets and stay aligned on next steps.
New Reply to Your Ticket
Notifies client when your support team responds to their ticket. This provides provide clients with reassurance and transparency, letting them know their issues are being addressed without delay.
Ticket Status Updated
Notifies client when the status of their ticket changes. These notifications keep clients engaged and confident in the progress of their support request.
