System messages
System messages are messages that notify agents of any updates or changes that occur for a ticket. You can customize system messages to provide more adequate context for your agents. This user guide provides the essential information for customizing your system messages.
Note: Although System messages and Notifications are both Admin messages, they have some differences. To learn more, see our documentation.
Types of system messages
There are three types of system messages as below:
- Ticket status: Messages sent when the status of tickets are changed.
- Assignment or transfer: Messages sent when tickets are assigned to an agent or transferred from one agent to another.
- Ticket priority: Messages sent when the priority of tickets are changed.
To customize system messages
Default system messages are provided, but you can customize a few of them according to your preferences.
- Go to Settings > System messages.
- Select the type of system message from the tabs.
- Customize a message using available variables.
Variables
Variables are provided for more clear and specific system messages.
To customize messages using variables
- Click the {i} symbol on the message box or type
{to find which variables are available to use. - Place appropriate prepositions when using variables. Variables such as "By agent", "To agent", or "From team" still need proper prepositions because "By", "To", and "From" are merely a part of the variable names.
- Click Preview to see how the actual message looks.
Refer to the following table to see the description of variables.
| Type | Name | Variable in text | Description |
|---|---|---|---|
Ticket status | By agent | {by_agent_name} | The display name of an agent who changed the status of the ticket. |
Assignment or transfer | By agent | {by_agent_name} | The display name of an agent who transferred or assigned the ticket. |
Assignment or transfer | To agent | {to_agent_name} | The display name of an agent whom the ticket was transferred or assigned to. |
Assignment or transfer | To team | {to_team_name} | The name of a team which the ticket was transferred to. |
Assignment or transfer | From team | {from_team_name} | The name of a team which the ticket was transferred from. |
Assignment or transfer | Reasons for transfer | {memo} | Notes left when transferring the ticket. |
Ticket priority | Ticket priority | {priority} | The newly set priority of the ticket. |
Ticket priority | By agent | {by_agent_name} | The display name of an agent who changed the priority of the ticket. |