Email Notifications for Support Request Notes in Customer Portal

IDI recommends that you use workflow triggers in conjunction with the support request note functionality in Customer Portal profile configuration to send email notifications when notes are added to a request. The following scenarios and examples are provided to illustrate.

Note:

Ticket integration in the Customer Portal is supported in version 25.2 and higher.

Send Notification to Assigned User When Adding a Note

In the following example, a journal type of _Ticket Note from Customer Portal is used as the journal type for support request notes (via profile configuration). In this scenario you’ll configure a trigger to send an email to the assigned user of the ticket when a journal of this type is created. The trigger uses a Communications template for the email sent to the assigned user. The Ticket ID and Journal ID are passed to the template via the Data field on the trigger action.

Example Communications Template:

Create this template as a Tickets template.

Link to Ticket = the URL of your IDI environment with the Ticket ID smart data at the end:

https://app.idibilling.com/tickets/<your environment>/#/ticket/@[TicketID]

Example Workflow Trigger:

Journal Created (left side):

• Journal Type: This is your unique journal type that is configured on your Customer Portal Profile for using ticket notes.

• ObjectType: set equal to (=) Journal Item.

Send Notification from Template (right side):

• From Alias: optional email alias for the notification

• To: copy and paste the following text (this accounts for tickets assigned to a user groups as well as tickets assigned to individual users):

#[User(#[Ticket(@[ObjectID]).AssignedUser]).Email]#[UserGroup(#[Ticket(@[ObjectID]).AssignedUser]).EmailAddress]

• Data: {“TicketID”:”@[ObjectID]”,”JournalID”:”@[JournalID]”}

• Template: select your Communications Template (see above).

Send Notification to Subscriber When a Journal is Added to Their Ticket

You may want to define a specific externally visible journal type (or types) for CSRs to use with tickets. You can then configure a trigger to notify your subscriber when a journal of this type (or types) is added to their ticket.

In the following example, a journal type of Notedisplayed on Customer Portal Ticket has been created for CSRs to communicate with subscribers.

Example Communications Template (create as Tickets Template)

Note:

Make the here link the URL of your Customer Portal environment + support/support-request-detail?journalItemId=@[TicketID]

Example Workflow Trigger:

Journal Created (left side)

• Journal Type: This is the Journal Type being used for the purpose of displaying in Customer Portal, for example: Note displayed on Customer Portal Ticket.

• IsInternal <>Yes ensures the journal is externally visible to send the notification.

• ObjectType: set equal to Journal Item.

Send Notification from Template (right side)

• From Alias: optional email alias for the notification

• To: copy and paste the following text (this accounts for the email address on the ticket plus the primary customer contact email address):

#[Ticket(@[ObjectID]).EmailAddress],#[CustomerContacts(#[Ticket(@[ObjectID]).CustomerID]).EmailAddress1]

• Data: {“TicketID”:”@[ObjectID]”,”JournalID”:”@[JournalID]”}

• Template: select your Communications Template (see above).

• Link Reference ID & Type: These fields are optional. They can be used to make the notifications visible in Customer Care on the Notifications page.