In order not to miss any single message from the customer, set up automatic notifications for new cases and new replies.
Instructions on how to set up notifications
Choose a convenient way to receive notifications and follow the detailed instructions to set them up:
sound and browser notifications (2 minutes to complete)
email notifications (2 minutes to complete)
notifications in Telegram (10 minutes to complete)
notifications in Slack (10 minutes to complete)
notifications in Mattermost (5 minutes to complete)
notifications in Discord (5 minutes to complete)
General logic
Notifications are configured using the rules along the path: administrator account — section "Channels" — subsection "Rules".a) To receive notifications about new cases, you need to create a rule for new cases. This type of rule applies to all new cases coming to Deskie.
b) To receive notifications about new replies, you need to set up a rule for updated cases. This type of rule is applied to all cases where any changes have been made: new responses from customers/agents; adding notes, labels; change of priority, status, group, assignee, etc.
c) In the actions performed by the rule, select the one you want:
send an email to one or more agents;
send a browser and/or sound notification;
send a webhook to a third-party service.
You can set up notifications not only about new cases that arrive and responses added there, but also about any other events: adding a label, change of an assignee, overdue SLA, etc. You can find some of these cases in the articles with configuration instructions in the Advanced Features section. There's a separate article about setting up notifications when an agent is mentioned in a note. To better understand the logic of automation rules in Deskie, watch our video tutorial on rules.