Set up notifications for your customers

Customer notifications are automated emails that help keep your customers informed about the progress of their requests and any important updates. You can control when notifications are sent, customize their content, and tailor the look and feel to match your brand.

You can choose when notifications are sent to customers based on specific scenarios, such as when a request is received, updated, or resolved. You can edit the message content for each scenario to ensure you’re providing clear, relevant information at the right time.

Turn on and edit notifications

To enable or edit customer notifications:

1. In your customer experience, select Customer notifications from the sidebar.

2. Use the toggle next to each notification scenario to turn it on or off.

3. Select Edit next to a scenario to update the message content.

4. Make your changes and save them to ensure customers receive the right information.

Using variables

You can use variables to pull blocks of information from work items and insert them into your message. Select Insert variable in the editor to add variables for the notification you're customizing.

The following variables are available:

• Recipient name – The full name of the person receiving the email. ${recipient.name}

• Name of the person who caused the action – The full name of the person who triggered the notification, for example by adding a comment. ${event.user.name}

• Work item summary – The summary of the work item, or blank if there's none. ${issue.summary}

• Work item description – The description of the work item, or blank if there's none. ${issue.description}

• Work item key – The work item key (for example, IT-123). ${issue.key}

• Work item reporter – The full name of the reporter. ${issue.reporter.name}

• Work item resolution – The resolution of the work item, for example "done". ${issue.resolution}

• Work item priority – The priority of the work item, or blank if there’s none. ${issue.priority}

• Request URL – The URL of the request in the portal. ${request.url}

• Request status – The customer-visible status of the request, as shown in the portal. ${request.status}

• Comment – The comment added to the work item. This is only available using the "Comment added" or "Comment edited" WHEN trigger. ${comment}

Customize the look and feel of your emails

You can change the appearance of emails by editing the templates using HTML and CSS. Select Edit templates to open the template editor, where you can adjust layout, colors, fonts, and other styles.

Change the sender name

You can update the sender name that appears on all customer notifications so customers recognize who the message is from. After entering your preferred sender name, select Save to apply the change.