Ticket Technician Notification Enhancements & Granularity

The current notification options for technician notifications of ticketing events are far too simplified and need to be more robust (see: https://help.gorelo.io/en/articles/7789944-notifications).

Here are some ideas that might be helpful:

• At the Group / Everyone level, allow us to create notifications.

• We should have prioritized and granular notification options - like App first - then email.

• The ability to fire an Email notification conditionally, like:

  • IF ticket status = NEW, AND ticket = not assigned, THEN Email XYZ technician based on Group membership / job role (manager, etc.).

  • IF ticket age = >5 minutes, AND ticket = not assigned, THEN Email & App notify techinician Group ABC & Manager (role).

  • On this, specifically, it would be nice to have a ticket background color change or flash or some other immediate identifier. This should be customizable based on the company’s SLA of course.

• SMS options would be rad too - many of us work in rural regions where email may not be so reliable, but SMS typically goes though. Happy to pay more for this option or to rely on a custom integration (wink wink, RingCentral, Beetexting, Twilio, etc.)

• Notification rules for TYPES of customers or tickets would be nice too.

  • Customers on a top-level plan with faster response SLAs vs those on a base-level plan with standard SLAs could ensure ticket ntoifications are being routed properly.

  • Also, certain tickets demand a higher response - and often even pre-emptive reassignment - such as an entire site outage vs a password change. Notifications for critical incidents - with an obvious identifier - is definitely helpful. In 9-1-1, we had this same type of notification schema built for emergency services personnel and it was helpful.

TIA & Cheers.