Notifications
Configure email and SMS notifications with customizable triggers and user preferences
Overview
Core's notification system keeps your team and customers informed with configurable email and SMS alerts. Set up triggers for ticket events, SLA breaches, assignments, and more.
Notification Types
Internal Notifications
Alerts for your team:
| Trigger | Description |
|---|---|
| Ticket Assigned | When a ticket is assigned to you |
| Ticket Follow-up Due | When an assigned ticket reaches its scheduled follow-up date/time |
| Customer Reply | When a customer responds to your ticket |
| Mention | When someone @mentions you |
| SLA Warning | When SLA is approaching breach |
| SLA Breach | When SLA has been breached |
| Escalation | When a ticket is escalated |
| Dashboard Shared | When someone gives you access to a dashboard |
Customer Notifications
Alerts for customers:
| Trigger | Description |
|---|---|
| Ticket Created | Confirmation of ticket submission |
| Forwarded Email Ticket | When a team member forwards an email into the helpdesk, the forwarder receives the ticket confirmation — including when the original sender is an automated address that cannot be notified |
| Ticket Updated | When technician adds an update |
| Status Change | When ticket status changes |
| Ticket Resolved | When ticket is completed |
Configuring Notifications
Global Settings
Set up workspace-wide notification defaults:
- Go to Settings > Notifications
- Configure default triggers
- Set delivery channels (email, SMS)
- Define quiet hours
- Save settings
Notification Rules
Create custom notification rules:
- Go to Settings > Notifications > Rules
- Click New Rule
- Configure:
- Trigger: What event fires the notification
- Conditions: When the trigger applies
- Recipients: Who receives the notification
- Channel: Email, SMS, or both
- Template: Message content
- Save the rule
Conditions
Fine-tune when notifications fire:
- Priority: Only high priority tickets
- Category: Specific ticket categories
- Company: Specific customers
- Status: Specific status transitions
- Time: Business hours only
User Preferences
Personal Settings
Users control their own notifications:
- Click your profile
- Select Notification Preferences
- Toggle notifications by type:
- Email notifications
- SMS notifications
- In-app notifications
- Dashboard shared with me
- Set preferences for each trigger
- Save preferences
Required Security Alerts
Some in-app notifications are required for account security and cannot be turned off. Owners, super admins, and admins are automatically notified when someone is invited with admin-level access or promoted into a higher admin role.
Ticket follow-up due notifications go only to the assigned internal technician and respect that user's in-app notification preferences. They do not change the ticket status or restart SLA timers.
Quiet Hours
Set times when notifications are silenced:
- Go to Notification Preferences
- Enable Quiet Hours
- Set start and end times
- Choose days of week
- Critical alerts can bypass quiet hours
Channel Preferences
Choose how you receive notifications:
| Channel | Best For |
|---|---|
| Detailed updates, non-urgent | |
| SMS | Urgent alerts, critical issues |
| In-App | Real-time while working |
| Slack | Team collaboration (if integrated) |
Email Notifications
Email Templates
Customize email notification content:
- Go to Settings > Notifications > Templates
- Select a template to edit
- Customize:
- Subject line
- Body content
- Variables/placeholders
- Preview the result
- Save changes
Available Variables
Use placeholders in templates:
| Variable | Output |
|---|---|
{ticket.id} | Ticket number |
{ticket.title} | Ticket title |
{ticket.status} | Current status |
{ticket.priority} | Priority level |
{customer.name} | Customer name |
{company.name} | Company name |
{technician.name} | Assigned technician |
{ticket.url} | Link to ticket |
Example Template
Subject: [{ticket.id}] {ticket.title} - {ticket.status}
Hello {technician.name},
Ticket #{ticket.id} for {company.name} has been updated.
Status: {ticket.status}
Priority: {ticket.priority}
View ticket: {ticket.url}
SMS Notifications
SMS Setup
Configure SMS delivery:
- Go to Settings > Notifications > SMS
- Configure SMS provider settings
- Set sender ID (where permitted)
- Test the connection
SMS Templates
SMS messages are shorter:
- Keep under 160 characters
- Include essential info only
- Provide link to full details
Example: "#{ticket.id} SLA breach for {company.name}. Priority: {ticket.priority}. View: {ticket.url}"
SMS Triggers
Recommended SMS triggers (urgent only):
- SLA breach
- Critical ticket created
- Escalation
- After-hours emergency
Customer Notifications
Customer Email Settings
Configure emails sent to customers:
- Go to Settings > Notifications > Customer
- Enable/disable notification types
- Customize templates
- Set reply-to address
Branding
Add your branding to customer emails:
- Go to Settings > Branding
- Upload logo
- Set brand colors
- Preview customer emails
Customer Preferences
Customers can manage their preferences in the portal:
- Ticket update notifications
- Resolution notifications
- Digest vs individual emails
Notification Logs
Viewing History
See sent notifications:
- Go to Settings > Notifications > Logs
- Filter by:
- Recipient
- Type
- Date range
- Delivery status
- Click entries for details
Troubleshooting
Check logs when notifications aren't received:
- Delivery status (sent, failed, bounced)
- Error messages
- Timestamp
- Recipient address
Best Practices
- Start minimal: Enable only essential notifications
- Use SMS sparingly: Reserve for truly urgent alerts
- Respect preferences: Let users control their settings
- Test templates: Send test notifications before enabling
- Monitor deliverability: Check logs for failures
- Set quiet hours: Prevent overnight disruptions