Awesome Support Notifications

Description

The Notifications addon expands Awesome Support alerts to external channels such as Slack, Pushbullet and emails addressed to third parties, triggering notices linked to specific ticket status change events. Companies and support teams use the addon to notify managers, supervisors or external areas such as compliance without relying only on standard email, with integration to the Business Rules Engine that allows extending triggers to SMS, browser push and any service connected to Zapier.

Main Features

• Integration with Slack: sends high-level notifications to selected channels, covering general helpdesk actions with support for a custom icon.
• Integration with Pushbullet: delivers personal alerts to each agent about actions that directly involve tickets assigned to them.
• Emails to third parties: triggers notices for people or departments not associated with the ticket, such as compliance, oversight or key accounts.
• Notifications on status change: allows configuring discreet triggers for specific status transitions of the ticket.
• Compatibility with Business Rules Engine: connects to the rules engine to trigger Zapier, SMS, Pushover and other external services.

Benefits of Notifications

• Communication beyond the team: keeps stakeholders outside the support staff aware of relevant events without adding them as agents.
• Faster response: delivers instant alerts in Slack or Pushbullet, reducing reaction time to critical tickets.
• Escalation flows: routes distinct notifications to levels 1, 2 and supervisors according to the nature of the ticket.
• Multichannel coverage: centralizes in Awesome Support the configuration of notices by email, messaging and channels connected via Zapier.

Who is it intended for?

• Companies running helpdesk with compliance, management or strategic accounts that need to be notified in parallel.
• Distributed support teams that use Slack as the central internal communication channel.
• Operations that maintain escalation flows with different responsible parties by severity level.

Recommended for managers and support teams that need to expand the reach of Awesome Support notices to external channels and people outside the direct helpdesk operation.

Frequently asked questions