Automated Notifications

Automated Notifications streamlines all of the notification processes commonly associated with:

  • Tickets
  • Invoices
  • Inventory
  • Purchase orders
  • Shipment statuses

By automating notifications, employees are able notify coworkers or customers in fewer clicks about changes that affect them. This feature can support internal communication and also enhance customer engagement. Administrators and managers can add an automated notification based on needs of the business.

 

Creating an 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. Navigate to Company Settings -> Communications -> Notifications.

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3. Click "Create Notification Automation" or edit an existing notification.

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4. Fill out the fields to modify your notifications, triggers, and timing. Some fields will expand based on your selection. All fields with an asterisk (*) are required to create the notification.

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  • Notification Name - This can indidate the purpose of a notification for easy identification.
  • Locations - Select whether this notification will be set for all locations or a specific location.
  • Trigger - This initiates when the notification is created and pushed to a recipient. Some triggers can create additional triggers for futher customization. These are generally item status changes or manual notification buttons.
  • Ticket Actions - This field selection changes based on the context of the trigger. You can select which action must be completed to send the notification
  • Delivery - Select the delivery method. Notifications can be sent via email, SMS, or email + SMS.

Short Codes

Users can insert dynamic values into the subject and recipient fields of your notification. Copy and paste the {bracketed fields} where you would like information added to your message. These fields are based on information already populated in RepairQ. Information will not populate to bracketed fields not listed in the available selection.

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  • Message Subject - This is the subject (title) of your notification.
  • Send To - This is the recipient of the notification. You can use one or more short codes in this fiel by separating each recipient with a comma.
    • If you wish to send notifications to an email address not covered by a shortcode, you can enter the email address without the {braces.}
  • Reply To - (optional) This utilizes short codes to override who will receive any responses to the notification. If left blank, this will default to your reply-to address in RepairQ.
  • Attachment - Some triggers will expand the option to attach a .pdf of a receipt and invoice to the notification.
  • Emal Message/SMS Message - This is the body of your notification. You can use use any relevant short code(s) to populate information into your notification when it is generated.
    • When composing an email message, you can add some basic HTML formatting using the WYSIWYG editor.
    • SMS messages longer than 160 characters will be split into multiple messages. SMS does not support HTML or any special formatting.
    • If you are selecting email + SMS, you will need to fill out both message fields. This allows you to create different messages for each delivery method. 

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  • Send Delay - Select a time frame if you wish to delay the delivery time of the notification. This can be measured in Minutes, Hours, or Days. Decimals can be used for fractional amounts.
  • Active - Select this to make sure your notification is active. You can mark this inactive to temporarily disable a message until needed again. 

 

Viewing Your Notification Queue

To view sent Automated Notifications, click "Notifications" under the "Reports" drop-down.

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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.

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

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