How can I make my email notifications simpler and more meaningful?

Question

How can I make my email notifications simpler and more meaningful?

Answer 

Customize subject line for CC notifications

You can customize the subject line of CC email notifications and edit the field to reflect any number of properties. Additionally, you can use dynamic content (Professional and Enterprise only) can be used for your customers abroad.

Navigate to tickets from your Gmail inbox

It's possible to navigate to a ticket directly from your Gmail inbox, without having to open the ticket first.

Companies that rely on tracking issues or items, companies like Amazon and UPS, have been using a little code to create a link-box within the list view of emails.

Your customers and your agents can just click the box and go directly to the ticket.

This still requires authentication but for those who keep themselves signed in, this can be a helpful time-saver.

Recommendations for outbound email notifications

Placeholders are a flexible and powerful attribute. The temptation to use, and perhaps overuse, can run high. As a rule of thumb, provide only the information that matters, and in a capacity which the placeholder is guaranteed to populate the data.

For example, you might not want to add a {{ticket.group.name}} placeholder to your Notify requester of received request trigger because there is a good likelihood that the ticket has not yet been assigned to a group. That same placeholder might be more useful in the Notify requester of comment update.

Also, make sure that the information you provide to your customers is useful to them. It is easy to overwhelm the recipient with information that might not help them, but will distract them. For your agents, the opposite might be true -more ticket detail can help them make better decisions.

In the example below, I added a sentence clarifying which group the ticket was assigned to, so the customer knows that their ticket is in the right hands.

Which results in this for the customer:

You could even include an estimated SLA projection in the email. For example:

When a ticket has been assigned to a (this) Group we typically respond within 12-24 hours. You can expect to hear from us!