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.

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

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: 



 

Webinar Alert: 

Here’s a kind reminder - “Close the feedback loop”

Your customers are waiting for you on the other side to respond to their emails, chats or any communication you’ve had across channels. 

It’s time to understand where they need your help and fulfill it immediately. 

If you’re looking for more unique ways to close the customer feedback loop, we have a power-packed live session on April 6th at 12 pm GMT. 

 

Register for it right away, as Andre, our Learning and Development Architect, shares the importance of closing the customer feedback loop and its fruitful benefits. 

The emails will be triggered for the above touchpoints. 

Please reach out to us if you have any technical issues. We’re more than happy to help you out.