FAQs Zoho Desk For Administrators Help Desk Automation

            Managing Notification Rules/Triggers in Zoho Desk

            Zoho Desk provides a standard set of notification rules that can be used to notify your customers and agents. You can activate or deactivate these rules if needed. Also, notifications can be sent via e-mail or SMS/Text Message.

            Here are the standard notification rules that are available in your help desk:

            Contact NotificationsReceiving a new ticketNotifies the requester that their ticket has been received

            Receipt of ticket replyNotifies the requester that their ticket response has been received

            Closing a ticketNotifies the requester that their ticket has been closed

            Adding a public commentNotifies the requester that a public comment is added to their ticket

            Editing a public commentNotifies the requester that a public comment is edited in their ticket

            Deleting a public commentNotifies the requester that a public comment is deleted from their ticket

            CC'd users on receiving a ticketNotifies CC'd users on a ticket that their ticket has been received
            Agent NotificationsAssigning a ticketNotifies the agent who has been assigned to a ticket of the new assignment.

            Receiving a ticket replyNotifies the assignee that their ticket has received a new response

            Receiving ticket for review Notifies the reviewer that a ticket is pending review

            Adding a commentNotifies the assignee when a comment is added to their ticket

            Editing a commentNotifies the assignee when a comment is edited in their ticket

            Deleting a commentNotifies the assignee when a comment is deleted from their ticket

            Assigning a taskNotifies the agent who has been assigned to a task of the new assignment

            Completing a taskNotifies the assignee when the task created for their ticket is closed
            Group NotificationsReceiving a moved ticketNotifies all agents when a ticket is moved to their department

            Creating a new ticketNotifies all agents when a ticket is created that has not been automatically assigned

            The notification rules have their predefined template. The template can be customized for both Email and SMS, as required.

            Enabling Notification Rules
            By default, the notification rules are disabled in your help desk. You can enable the rules as per your requirements. 
            To enable notification rule:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Notify under Automate.
            3. In the Notification Rules page, select a department from the drop-down.
            4. Click the toggle to enable the necessary rules for Customers and Agents.



            The rules will be enabled instantly.

            Customizing Templates
            You can customize the predefined Email and SMS templates provided for the notifications in Zoho Desk.
            To customize templates:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Notify under Automate.
            3. In the Notification Rules page, select a department from the drop-down.
            4. Hover you mouse pointer and click the Edit Template icon ( ) corresponding to the notification rule.
            5. In the Edit Email/SMS Template page, make the desired changes.
            6. Click Preview to view the Email.
              Preview option is not available for SMS notifications.
            7. Click Save.

            Note:
            • For SMS notifications, you must purchase credits from either Screen Magic or Clickatell (our technology partners) and configure their SMS gateway in Zoho Desk.
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