Automated Notifications

Automated Notifications streamline the many notification processes commonly associated with tickets, invoices, inventory, purchase orders, and shipment statuses. By automating notifications, employees are able to work on other tasks. This feature can notify both customers and employees about changes that affect them. Using this feature will significantly bolster internal communication and also enhance customer engagement. Administrators and managers can add an automated notification anytime that automatic communication would benefit your business.


To create an effective Automated Notification:

  1. Identify a need for communication.
    • Common examples are: Notify customers of repaired devices ready for pickup; Send a follow-up survey some time after a ticket is closed; Notify inventory managers of special ordering needs, etc.
  2. Log-in as an Administrator or Manager.
  3. Go to “All Settings”, and click the Automated Notifications section.
  4. Click Add Notification Automation (or edit an existing notification).
  5. Enter a Notification Name. These names indicate the purpose of a notification for easy identification.
  6. Choose the Location that will use this automated notification. You can also select all locations.
  7. Choose the Trigger that will cause this notification to be sent. Triggers are generally item status changes or manual notification buttons.
  8. Select the Action that must be completed to send this notification. Action options change based on the trigger that is selected.
  9. Select the Delivery method. These messages can be sent as an Email, SMS, or Email + SMS.
  10. For some triggers you will have the option to attach a PDF document to the notification using the Attachment field.
  11. Enter a Message Subject
  12. Choose the recipient(s) of this notification. You can use one or more short codes in the Send To field. Separate each recipient with a comma.
    1. If you wish to send notifications to an email address not covered by a Shortcode, you can enter the email address without the shortcode braces {}. Regular emails do not work with the shortcode braces surrounding the address {}.
  13. Write your Email Message leveraging the relevant short codes. Each shortcode will be replaced with the associated information when the message is generated. When composing an Email message, you can add some basic HTML formatting using the WYSIWYG editor.
  14. Write your SMS Message in the corresponding sms text field. Note that messages longer than 160 will be split apart into multiple SMS Messages.
    1. If you are sending a Email + SMS Message you will need to fill out both boxes. RepairQ will send the unique message in each box. This allows managers and administrators to create different messages for each method of delivery.
  15. If you wish to delay the delivery of the notification. A Send Delay can be measured in Minutes, Hours, or Days. Enter the quantity in the field next to the delay as a number. Decimals can be used for fractional amounts.
  16. To keep the message Active, make sure the Active box is checked. To temporarily disable a message, edit this checkbox to deactivate the message until it is needed again. Inactive messages are not created when the trigger event occurs.

Note: You can edit the HTML in any email message. By clicking the pencil icon, you can add custom HTML. This can be used to add HTML tags not available in the WYSIWYG editor. SMS messages do not support HTML or any special formatting.

 Viewing Notifications

To view sent Automated Notifications, click "Notifications" under the "System Log" drop-down in the top Navbar.

 

Filters: The filters sidebar allows you to filter notifications by type (email, sms), template (automated notification, email receipt, etc), Date type (when the ticket for the notification was created or when the notification was sent), or filter by a date range (the example above shows notifications from November 6th to Novemer 20th 2014). After desired filters have been entered click "Apply" to view results. Clicking "Reset Filters" will remove any previously applied filters. To hide the filters sidebar, click the button with the eye icon at the top of the filters sidebar.

You can also sort the table by any of the columns by clicking on the column you want to sort by (the example above is sorted by "Send At" date).

 

Tip: You can manage the email/sms receipts and notifications that are sent from the ticket view page in the notification settings.

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The default ticket email/sms notifications will appear in your notification list.

Similarly, Invoice Batch or Individual Emails, as well as Invoice payment reminders, can be managed in the notifications page.

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