Set up contact case notification rules
If a case status is changed, the customer will be automatically notified by email. The message template is connected to the case category and status. Use the [Case contact notification rules] lookup to set up connections between the templates and case status and category.
To set up contact case notification rules (connect the template to the case status and category)
1.Open the system designer by clicking the 
button.
2.Click the [Lookups] link in the [System setup] block (Fig. 1).
Fig. 1 Opening the lookup list
3.In the [Lookups] section, open the [Case contact notification rules] lookup content (Fig. 2).
Fig. 2 The [Contact case notification rules] lookup content page
4.Add a new rule. Specify the case status, category, usage rule and the email notification template.
Note
You can configure sending delay of the notification. For example, the feedback requests can be sent after the specified time after resolving a case. This will allow the client to use the provided solution and evaluate its effectiveness. To configure sending delay of the selected notification rule, specify the “Send after a delay” usage rule and sending delay in minutes..
See also
•How to set up a mailbox to send email notification
•User satisfaction scale setup
