Creating Key Contact Email Notifications

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In some organizations it is important for key contacts, such as managers, to monitor the lifecycle of a ticketing event from initiation to resolution. allows you to create email notifications for these key contacts, a transcript of each email exchange between a customer and the support team during a ticketing event. The creator of the ticket does not receive these updates, only the key contacts that are specified by agents on the Company tab for your customer accounts. 

This article will show you how to create a custom email notification for key contacts.

Create a Company Custom Field


1. Go to Admin > Cases > Companies > Custom Fields

2. Click 'Add Custom Field.'

3. Name this field "Notify Key Contacts" and choose Text as the Data Type

4. Click 'Add' and you will see the new Custom Field added to the Admin.

5. Now when you open a case, you will see the Custom Field where you can add key contacts. Separate email addresses with a comma.


Create a Notification Theme

In order to automatically send out email notifications, you need to specify the recipients and contents of the notification. When creating a notification theme we can also specify the select set of users. In this example, the key contacts are selected dynamically based on content entered in Custom Fields, as seen in the case window above.

  1. Go to: Admin > Cases > Notifications
  2. Click 'Add Theme' and name the Theme accordingly.
  3. Paste the following liquid code into the email notification template:


Key Contact Case Update Notification - Case #{{}} ( {{case.direct_url}} ){{site.company_name}} | {{case.updated_at | date: "%b %d, %Y"}} {{case.updated_at | date: "%I:%M%p %Z" | upcase}}

Case #{{}}
Customer: {{}}
Subject: {{case.subject}}
Description: {{case.description}}
Status: {{}}
-------------------------------------------------------------------------------------------------------Case History
-------------------------------------------------------------------------------------------------------{% if == "email" %}{% assign emails = case.emails_and_notes %}{% for email in emails reversed %}
{% if email.agent %}
Agent Email by {{email.agent.name_public}} at {{email.send_at | date: "%b %d, %Y" | upcase}} | {{email.send_at | in_time_zone: site.timezone | date: "%I:%M%p %Z"}}:


{% else %}{% if == %}

Customer Email by {{customer.first_name}} {% else %} {{email.from_customer.first_name}} {% endif %} at {{email.created_at | date: "%b %d, %Y" | upcase}} |{{email.created_at | in_time_zone: site.timezone | date: "%I:%M%p %Z"}}:


{% endif %}{% endfor %} {% endif %}
-------------------------------------------------------------------------------------------------------This message was sent to {{case.customer.company_object.custom_key_contact}} in reference to Case #{{}}

  1. This is the completed notification template:

  1. Click ' Update.'

Create a Case Updated Rule

Now that we have added a Custom Field to the agent view and created a Notification Theme we'll need to create a Case Updated Rule. In this example, whenever the Case Interaction Count changes, a notification will be sent out to the key contacts. Case Interaction Counts track the exchange of emails between the agent and the customer who starts the ticket. For example, when a customer emails for the first time, the count is one; when the agent replies, the count is two, etc.

  1. Go to: Admin > Cases > Rules > Case Updated

  2. Click 'Add Rule,' name the rule, and create the following conditions:

  1. "All" Conditions: Company Notification Key Contact is not blank
  2. "All" Conditions: Case Interaction Count has changed
  3. Rule Actions: Send Notification Email Notify Key Contacts
  4. Click 'Update.'

Test Your Notification Theme

In order to ensure your notification theme is performing, add one of your emails to the key contact list and send a few emails back and forth between your Desk account and a sample customer. When everything is set up correctly, key contacts will receive emails with a transcript of the agent-customer interaction like the following:

Turning On/Off Notifications

If the notifications are no longer needed you can turn them off by disabling or deleting the Case Updated Rule. Alternatively, you can remove email addresses from the key contact list.