Agent notifications

Email templates for agent events are edited centrally.

Overview

This page explains how to use Agent notifications and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

  1. View notification events. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

  2. Edit a template. Open the existing record, change only the required fields, and check dependent assignments before saving.

  3. Maintain the subject and HTML content. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  4. Activate or deactivate a template. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.

  5. Use available placeholders. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

  • Visible menu items and actions depend on the signed-in agent’s group and program permissions.

  • Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

  • After making changes, test at least one realistic use case with a user in the affected role.