Setting Email Templates for Notification Events

By now, you should have created/updated a custom email template and ready to use it to any of your site's events. DeskDirector Notification Events makes it easy to assign email templates to specific events in your DeskDirector instance.

Notification Events

There are 3 types of Notification Events in DeskDirector, each of which have different events that can be assigned with specific email template. They are as follows:

Event Type

Description

Events

System Events

For login tokens and password reset events

  • Mail Auth Token
  • Password Reset

Global Events

Used for the ticket approval and forms request events

  • Approval Required
  • Approval Granted
  • Approval Declined
  • Form Request

Board Events

Mainly for ticket life cycle for specific boards

  • Ticket Created
  • Ticket Closed
  • Ticket Owner Notification
  • Assigned Technician Notification
  • CC Notification
  • Status Changed Trigger
Setting an email template for an event

Assigning a custom email template to a specific notification event should be very easy. Just login to your admin console and head to Email > Notification Events and select the event you want to assign a template for. Look for the specific event, click on the "change" button then select the custom email template from the pop-up. Here's a screengrab simulating this:

In the screengrab example above, we created a custom template for "Approval Required". So we went to Notifications Events > Ticket Global Events > Approval Required then selected the email template we created for it.

Any changes to the page is autosaved, so there is no need to click on a save button. After doing the change, your custom template should now be used for that specific event moving forward.

FAQ:

Q: Why is the custom email template I created not appearing on the template list on the Notification Event?

A: Each email template you create is specific for the event where you created it. For example, an email template you created under "Mail Auth Token" can not be used as an email template for "Approval Required".

Setting Email Templates for Notification Events - Tutorial

20 STEPS

1. Open DeskDirector Admin Portal and click Email.

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2. Click Notification Events.

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3. Here, you will choose which email delivery accounts and email templates to use, when designated ticket events are triggered.

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4. Let's start by setting up emails for the Managed Services category of tickets. Click Managed Services.

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5. To set up the email delivery account, click the three-dot menu.

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6. Click Setup Account.

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7. Here, you can choose the email account that you want to use. Click Default.

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8. Click Select.

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9. In the Preset Events section, you can choose the email templates for the ticket events.

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10. As an example, we will set a custom template to be used for the Ticket Closed event. Click the three-dot menu beside this event.

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11. Click Edit.

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12. Click Enable.

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13. Click the three-dot menu beside the Email Template.

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14. Click Use Custom Template.

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15. Click the custom template - Ticket Closed template.

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16. Click Select.

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17. If you wish, you can choose specific events to be ignored and not trigger a notification. Choose the option - Closed (No Email).

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18. Click Save to save the settings.

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19. From now on, when a ticket in the "Managed Services" category is closed, the user will receive our custom email.

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20. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2345020/Setting-up-notification-events

Creating a Trigger for a Notification - Tutorial

28 STEPS

1. Open DeskDirector Admin Portal and click Email

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2. Click Notification Events

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3. Click on any ticket board events. For this example, click Alerts

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4. In the Preset Events, there are events set up for common ticket related scenarios.

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5. To set an event for any other status change of ticket, scroll down and click Create New Trigger

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6. Click Enable to enable this new event.

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7. To select the email template for this event, click the ellipsis icon.

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8. Select the category of the template.

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9. Now, select the template.

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10. The preview of the template will be displayed. Click Select to select it.

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11. Next, select the receivers of this notification. You can select one or more receivers. Click Ticket Owner.

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12. Click Assigned Technicians

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13. Next, select the trigger event for this notification. Here, select Waiting on Client. You can select multiple events.

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14. Scroll down and click Save.

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15. Click the Back link to go back.

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16. The new event is now added. To test it, click the down arrow.

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17. Click Test

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18. Type the email ID of the receiver of this test email.

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19. Click Send test email

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20. If the email was sent, you will see the success message. Click Cancel to close this window.

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21. To deactivate this event, click the down arrow.

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22. Click Deactivate

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23. To re-enable the event, click the Edit button.

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24. Click Enable

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25. Scroll down and click Save

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26. Scroll up and click Back

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27. The event is now enabled.

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28. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2352299/Create-a-new-trigger-for-Notification

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Creating Custom Email Template

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