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Mail Notifications

In this Customer Support application, we've send mail notification to the Customers and Coordinators while creating, assigning, closing and even in some specific scenarios.

  • Ticket Create - When the customer create a new ticket, the ticket create mail notification will send it to the created customer and the relevant coordinator.

  • Assign - When the ticket is pickup or assign to the user, the user will receive the mail notification that he have assigned a ticket.

  • Send Approval - While sending the approval to the user, the user will receive the mail notification that he received a approval request for the ticket.

  • Close - When the ticket closed, the ticket created person will receive the mail notification, that his ticket has been closed.

  • ReOpen - When the ticket is closed but issue not fixed, the customer can reopen ticket manually by Reopen action button or reply to the ticket mail when the ticket is closed, it will automatically reopen the ticket.

Escalation Mails:​

For Customer Support Tickets:​

  • When the Ticket is created and not assigned to anyone until 4 hours after ticket created, the Escalation mail will sent to the Reporting Supervisor.

  • When the Ticket is assigned to Coordinator but no action taken for 4 hours until ticket assigned, so the Escalation mail will sent to the Reporting Supervisor.

  • When the Ticket is assigned to Coordinator but no action taken for 8 hours until ticket has been assigned, so the Escalation mail will sent to the Project Manager.

  • When the Ticket is assigned to Supervisor but no action taken for 4 hours until ticket assigned, the Escalation mail notification will sent to that Supervisor.

  • When the Ticket is assigned to Supervisor but no action taken for 8 hours until ticket assigned, so the Escalation mail notification will sent to the Reporting Project Manager.

  • When the Ticket is assigned to Coordinator but no action taken for 12 hours until ticket assigned, the Escalation mail notification will sent to the Head named Alshammari.

For Helpdesk Tickets:​

  • Escalation Mail - Once the helpdesk ticket has been created from customer support, if that ticket has not reviewed or not action taken untill 4 hours from ticket created, the first escalation mail notification will sent to the manager of that department which the ticket is created under the category.

  • If the ticket is still not reviewed or not action taken untill 8 hours from ticket created, the second escalation mail notification will sent to the manager again.