Ticket Notifications

Ticket notifications keep both sides informed. Customers get their ticket number when a ticket is registered and an update every time its status changes, by email and, if you turn it on, on WhatsApp. Your team gets in-app notifications when a ticket is assigned to them and when an SLA target is about to be missed or has been missed.

#Before you begin

• Customer notifications are set by Owners and Admins in Settings › Tickets.
• WhatsApp notifications need a connected WhatsApp channel. See WhatsApp quick start.
• Each teammate controls their own alerts in Notification settings.

#Customer notifications at a glance

Customers marked as blocked don't receive ticket notifications.

#How to turn on email notifications

1. Go to Settings › Tickets.
2. Under How customers reach you:
   • Turn on Confirmation email to send the ticket number for tickets from the support form or email.
   • Turn on Email notifications to email the customer when a ticket is created and whenever its status changes.

Emails go to the email address the ticket came from, or the contact's email. They're written in the contact's language (English or Arabic), or your workspace's language if the contact has none. The subject includes the reference, for example [TK-00042], so a reply from the customer is added to the ticket when email to ticket is on.

#How to set up WhatsApp notifications

1. Go to Settings › Tickets and find WhatsApp notifications.
2. Turn on Notify customers on WhatsApp. If you see "Connect a WhatsApp channel under Channels first.", connect one and come back.
3. Under WhatsApp channel, pick the number the notifications are sent from.
4. Review the Message texts. There's one message per event, each in English and Arabic:
   • When the complaint is registered
   • When the status changes
   • When it is solved or closed

Use these placeholders: {number} the ticket number, {subject}, {status} and {name} (the customer's name). Click Restore default to go back to the original text.

1. Under Template outside the 24-hour window, pick an approved WhatsApp template (see below).
2. Click Save changes in the bar at the bottom.

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Settings › Tickets › WhatsApp notifications

The WhatsApp notifications card turned on, the WhatsApp channel selector with a number, the three message boxes (English and Arabic side by side) for each event, the Restore default button on one edited message, and the "Template outside the 24-hour window" selector.

File: screenshots/ticket-notifications-whatsapp.png

Default messages

#The 24-hour window and templates

WhatsApp lets you send a free-form message only within 24 hours of the customer's last message. Outside that window, Resool sends the template you chose instead, filled with three variables in this order: ticket number, subject, status. Create a template with exactly three variables for this, and wait for Meta to approve it. See WhatsApp message templates.

If you pick No template, nothing is sent while the window is closed.

#Who receives WhatsApp notifications

• The message goes to the ticket's customer: to their WhatsApp number, or to their phone number if they haven't written to you on WhatsApp yet.
• Customers whose language is Arabic get the Arabic text; everyone else gets the English text.
• Each message appears in the customer's WhatsApp conversation in the Inbox (a conversation is started if there isn't one), and it's logged as a note on the ticket.

#Team notifications

Resool sends in-app notifications to your team for tickets:

SLA alerts go to the ticket's assignee. If it has none, they go to the members of the ticket's team; if there's no team either, to everyone whose role can create and edit tickets. Each ticket alerts once per warning or breach.

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Notifications panel (bell icon in the left menu)

The notifications panel with an "SLA due soon" and an "SLA breached" notification for tickets showing their number and subject, and an "… assigned you a ticket" notification.

File: screenshots/ticket-notifications-bell.png

To choose how you're alerted, open Notification settings: turn on Browser notifications or Sound, and keep the Tickets topic on (assigned tickets, replies and SLA warnings). On the mobile app, these alerts arrive as push notifications.

#FAQ and troubleshooting

#The customer didn't get a WhatsApp update

What you can do:

• Check that Notify customers on WhatsApp is on and a channel is selected.
• Check that the contact has a phone number or has messaged you on WhatsApp.
• If the customer's last message was more than 24 hours ago, make sure a template is selected and approved.
• Open the ticket: every message sent is logged there as a note.

#Can I send notifications only for some statuses?

No. When WhatsApp notifications are on, all three events are sent. You can rewrite each message's text.

#The customer didn't get the email update

What you can do:

• Check that Email notifications is on.
• Check that the ticket's customer has an email address.
• Ask the customer to check their spam folder.

#Can I get ticket updates in Slack?

Ticket events aren't posted to Slack. For your own systems, use webhooks: they send Ticket created and Ticket updated events.

#What's next?

• SLA policies
• Support form and email to ticket
• Notification settings
• WhatsApp message templates