Email Notification

Overview

The Email Notification module in Helpdesk allows users to manage both the appearance and distribution of email communications.

It includes two key features:

• Custom Branding – Controls the visual design of email notifications
• Email Preferences – Controls which roles receive specific notifications

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Navigation Path

To access Email Notification settings:

Helpdesk Settings → Email Notification

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Feature 1: Custom Branding

Overview

The Custom Branding feature enables users to personalize the look and feel of all outgoing email notifications, ensuring alignment with organizational branding.

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Configuration Options

1)Theme Color

• Select a primary color for email notifications
• This color is applied across key elements of the email layout

2)Header Image

• Upload or select an image for the top section of emails
• Typically used for logos or brand banners

3)Footer Message

• Add a custom message displayed in the email footer
• Common use cases include company information, support details, or legal disclaimers

4)Footer Image

• Upload or select an image for the bottom section of emails
• Can be used for branding or additional visuals

5)Preview

• Click on Preview to see how the email notification will appear with the customized branding

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6)Reset to Default

• Reverts all branding configurations to system defaults
• Useful in case of incorrect changes or when restoring the original setup

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Key Notes

• Changes apply to all outgoing email notifications
• Ensure images meet recommended size and format guidelines

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Feature 2: Email Preferences

Overview

The Email Preferences feature allows users to define which roles receive specific email notifications during the ticket lifecycle.

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Supported Roles

Notifications can be configured for the following roles:

• Agent – The support agent assigned to the ticket
• Raised By – The user who created the ticket
• Raised For – The user on whose behalf the ticket is created
• Watcher – Users added to monitor ticket activity

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Configuration Method

The configuration follows a role-based selection flow:

Step 1: Select Role (Left Panel)

Choose a role from the list:

• Agent
• Raised By
• Raised For
• Watcher

Step 2: Configure Notifications (Right Panel)

• Once a role is selected, all available notification types are displayed on the right
• Each notification type has a corresponding checkbox
• Enable or disable notifications based on requirement

Step 3: Save Changes

• Click Save after making changes
• Changes will be applied to the selected role

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Example

To configure notifications for the Agent role:

1. Select Agent from the left panel
2. Review the list of notification types on the right
3. Enable or disable relevant checkboxes
4. Click Save