Confirmation Receipt To Customers/End Users/ – an email is sent back to the customer/end user that submitted the request to confirm its receipt.
New Request Submissions – Customer support software users can be notified via email of new requests submitted by customers/end users.
Re-routing of Requests – Customer Support staff are notified when a request is re-assigned to them. A link in the email takes them right to the request.
SLA Failure – when the time to review a request has passed without action, notifications are sent to the appropriate management/supervisory personnel.