PurposeAlerts help you keep track of important case events by notifying you via email, Slack, or MS Teams when certain criteria are met or updating a list service, database, etc. via a URL POST method. This article covers the configuration of Alert Triggers, and options for Notifications, including generating an API key, but assumes the user has knowledge of POST/GET URL syntax.
Alerts are easily set up by defining three things:
To define an Alert, open the My Alerts tab in the upper-left corner of the application. Within My Alerts, define the criteria that will trigger the Alert.
Provide a unique name for your Alert. System Alerts are visible to all users by default and are typically defined by administrators of SupportLogic.
Expand criteria on the right side of the My Alerts page. Depending on your configuration, you will have Sentiments, Escalation Activity, Customer Insights (including their Sentiment and Attention scores, Case metadata, and logistical information about the case and customer you can combine in any number of ways.
You can leverage Virtual Teams and Orgs previously created in the Triggers section. If you just created your Virtual team or Virtual Org, you may need up to 5 minutes for them to populate in the Alerts section post creation.
Once you determine the first set of criteria from the list, expand that section, click, drag and drop the criteria into the Trigger section. Depending on the criteria type, you may be able to have multiple values included within one rule. The example below includes cases that have Escalated or cases Likely to Escalate.
Define Notification Recipients and Methods
Define the individuals you wish to Alert and how the alert is to be delivered. Options available are direct email message, a Slack channel or individual notifications, MS Team channels or members, or a URL POST that can send notifications to a web server. Use the drop-down to select the appropriate delivery methods.
Email notifications: simply add your email address of the recipients in the Notifications section.
NOTE: only authorized domains set in Control Center > Settings can be added.
Slack: add users using the @[username in slack] syntax or #[channel name in slack] to post messages to a Slack channel.
NOTE: this assumes your SupportLogic instance has been configured with the Slack Workspace ID under Control Center > Settings > Alerts/Notifications.
MS Teams: add users using the @[user name] syntax or enter the name of one or more MS Teams directly.
NOTE: this assumes MS Teams Integration has been configured under Control Center > Settings > Alerts/Notifications.
API call: enter the POST URL directly into the API entry box. Test the connection to verify the post will be successful. To review details on configuring an Alert using the API, see Configuring an API Notification for an Alert.
NOTE: if an API key is required, generate a SupportLogic key first.
Enter the POST URL into the API entry, inserting the generated SupportLogic key where appropriate for your system's POST URL syntax.
Additionally, you have the option to notify the case owner.
In order to add additional members of your organization as recipients of this Alert, you need to have the Shared Alerts feature on for your account. See the User Permissions article for more detail.
Define the individuals you wish to Alert and how the alert is to be delivered.
To include case details in the Alert notification include information in the Payload section.
Click in the body of the Payload section and type "/".
A list of additional case information fields will appear. Select any or all you wish to include.
You can preview the the Payload message by expanding the Preview > section at the bottom of the Alert page.
If you need to delete an Alert created by someone else, Please submit a support ticket.
Office Hours Alert Slide Deck
Did you know that SupportLogic Customer Success hosts Office Hours on a regular basis? Make sure you check out the upcoming offerings by going to the SupportLogic Office Hours Sign Up page.
Below is a link to download a slide deck from a recent Office Hours session where we discussed how to set up Alerts in SupportLogic:
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