Notifications

1. Feature Overview

Send notifications via email to your customers and agents on important events, like ticket creation, tickets resolved, etc. This ensures transparency and that all the stakeholders are aware of the progress made on tickets.

2. Prerequisites

• Service CRM is a paid feature. To enable it, contact your account manager, or write to scsupport@leadsquared.com.
• You must be a Service CRM Admin to configure the Notifications feature on your account.

3. How it Works

By default, there are two sets of events for which email notifications can be sent – Customer Notifications and Agent Notifications. Each category includes ticket-related events (e.g., Agent Closes Ticket, SLA violation, etc.). Whenever any of these events occur, an email notification is sent. Customer Notifications are sent out to customers, whereas Agent Notifications are internal emails sent to your agents.

Default message templates are configured and available for each notification. If required, edit these templates to reflect your requirements. Once you’re satisfied, preview the template and send a test message to ensure it works as expected.

4.  Access the Notifications

Once you log in to LeadSquared (https://login.leadsquared.com/), to access Notifications –

1. Navigate to My Profile>Settings>Service Cloud.
2. On the Service Cloud Settings page, under Workflows, click Notifications.

5. Configure the Notifications

By default, on the Notifications page, all the notifications are enabled. These notifications are sent out whenever the corresponding event (such as SLA reminder, Agent closes a ticket, etc.) occurs. You can perform the following actions on these notifications –

• To turn off a notification, disable the slider .
• To edit a notification, hover your cursor next to the slider, and click .
• To preview a notification, hover your cursor next to the slider, and click .

6. Edit Notifications

Alongside an event’s notification, click to edit it. Once you’re on the Edit Notification page –

1. Allow Agent/Customer to Reply – Enable the slider to allow your agents/customers to reply to the email notification they receive.
2. Send Email From – Select the email ID from which you want to send the notification. You can only select a verified email ID.
   • If you disable the Allow Agent/Customer to Reply slider, the prefix “no-reply” will automatically be added to the sender email ID.
3. Subject – Enter the email subject.
4. Message – In the message textbox, enter the content of the email notification. Using the editor, you can stylise the message (such as changing the font style, and color, aligning the text, etc.).
   • To mail merge ticket or customer fields, click , and from the Merge Tags option list, select the ticket field you want to merge with the template content. Mail merging a field will automatically populate the content stored in that field in the email.
5. Then, click  Preview, and on the Message Preview pop-up, click Send Test Email. A test email is sent to the admin’s email ID that’s displayed on the pop-up.
6. Once you’re satisfied with the email content, click Save.
7. You’ll be redirected to the Notifications page, where you must click Save. An email notification is sent to your customer/lead every time the selected event occurs.

Any Questions?

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