How-to
Notifications in Helpdesk
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The Helpdesk module in HRStop ensures that employees, agents, and administrators stay informed at every stage of the ticket lifecycle. To achieve this, the system provides automatic notifications that keep all stakeholders updated on ticket activities. These notifications improve communication, reduce delays, and ensure faster resolution of issues.
Why are notifications important?
Keep employees updated about the progress of their tickets.
Ensure agents and owners do not miss important ticket updates.
Help admins track overdue or escalated tickets.
Improve transparency and accountability in issue resolution.
Types of Helpdesk notifications
1. Ticket Raised
Triggered when a new ticket is created.
Alerts the super admin, owner, assignee, and employee about the new request.
Ensures quick acknowledgment and assignment.
2. Ticket Reply
Sent whenever a reply is added to an existing ticket.
Notifies the concerned employee and assigned agent.
Helps maintain seamless communication between both sides.
3. Ticket Assigned
Generated when a ticket is assigned to an agent or owner.
Ensures the responsible person is aware of the new task.
4. Internal Note
Triggered when an internal note is added to a ticket.
Keeps assigned agents and owners updated about internal discussions.
Employees do not receive these notifications since they are for internal collaboration.
5. Status Changed
Sent when the ticket’s status changes (e.g., Open → Resolved, Answered → Closed).
Helps employees and agents track progress.
6. Internal Status Change
Notifies only the internal team (agents, owner, admin).
Useful when internal workflows or escalations require status changes without notifying the employee immediately.
7. Overdue Tickets
Alerts when a ticket crosses the defined SLA timeline.
Escalation notifications can be sent to higher authorities like HR, Admin, HOD, or CEO.
Ensures no ticket is left unattended for too long.
Customizing notifications
You can configure who receives each type of notification.
You can add additional emails in CC to ensure stakeholders outside the system are also updated.
Conclusion
Helpdesk notifications play a vital role in streamlining communication and ensuring timely resolution of tickets. By keeping all stakeholders informed, the organization can deliver faster support, maintain accountability, and enhance employee satisfaction.