Allowing your agents and administrators to be aware of new events on the application, LiveAgent’s mail notification will keep you up to date with what’s happening. For example, if a customer’s ticket assigned to you was updated with new message, then you will receive a notification while you are not online in LiveAgent. With this feature agents get notified about specific events, such as a new offline ticket being created, a ticket being assigned to them, or a customer replying to a ticket they are working on. This will allow the agents to be able to address these situations as they happen.
Administrators can also setup custom notifications using the rule engine, where all events are monitored and when an event fulfilling a part of a rule is added, a notification is sent. For example, if you want a customer to be made aware of a change in ticket tags, or ticket status change, you can set up a rule where this kind of event will trigger a notification email. It is possible to setup rules for hundreds of events, and administrators can work out the ones they want to use with LiveAgent.
