Notifications

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:

Customer Notifications

Alerts for customers:

Configuring Notifications

Global Settings

Set up workspace-wide notification defaults:

1. Go to Settings > Notifications
2. Configure default triggers
3. Set delivery channels (email, SMS)
4. Define quiet hours
5. Save settings

Notification Rules

Create custom notification rules:

1. Go to Settings > Notifications > Rules
2. Click New Rule
3. 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
4. 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:

1. Click your profile
2. Select Notification Preferences
3. Toggle notifications by type:
   • Email notifications
   • SMS notifications
   • In-app notifications
4. Set preferences for each trigger
5. 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.

Quiet Hours

Set times when notifications are silenced:

1. Go to Notification Preferences
2. Enable Quiet Hours
3. Set start and end times
4. Choose days of week
5. Critical alerts can bypass quiet hours

Channel Preferences

Choose how you receive notifications:

Email Notifications

Email Templates

Customize email notification content:

1. Go to Settings > Notifications > Templates
2. Select a template to edit
3. Customize:
   • Subject line
   • Body content
   • Variables/placeholders
4. Preview the result
5. Save changes

Available Variables

Use placeholders in templates:

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:

1. Go to Settings > Notifications > SMS
2. Configure SMS provider settings
3. Set sender ID (where permitted)
4. 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:

1. Go to Settings > Notifications > Customer
2. Enable/disable notification types
3. Customize templates
4. Set reply-to address

Branding

Add your branding to customer emails:

1. Go to Settings > Branding
2. Upload logo
3. Set brand colors
4. 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:

1. Go to Settings > Notifications > Logs
2. Filter by:
   • Recipient
   • Type
   • Date range
   • Delivery status
3. 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

See also

• Managing Tickets
• SLA Management
• Email Configuration