This action sends a notification to a contact specified in its configuration. It supports sending notifications to two types of users:
Customer Notification:
Sends a notification to the customer selected in the "To Address" drop-down.
Submitter Notification:
Sends a notification to the person who originally submitted the ticket.
Configuration:
When setting up the "Send Notification" action, please refer to the table below for the required settings:
ID |
Name |
Description |
1 |
Recipient Selector |
Choose whether this notification should be sent to the ticket's Contact or its Submitter. For example, agents may create tickets on behalf of other contacts but still need to be notified of updates. This feature allows you to treat the contact as the primary recipient while keeping the submitting agent in the loop. |
To Address (Customer Notification Only) |
Select the property where the To Address for the customer is chosen by the agent. |
|
2 |
Subject |
The Subject line of the notification |
3 |
Suppress Reference Number |
This toggle removes the reference number from the notification sent to the customer or submitter. |
4 |
Interaction Tag |
An optional tag can be added to the notification to help categorize it. |
5 |
Notification Body |
Choose the template for the notification being sent. If you’re creating a new template, just type the template name and write the content in the "Templates" tab of the workflow builder. |
