Creating a custom notification template

Last Updated -


When you're using Notifications for things like notifying agents of new interactions, sometimes the system default notification isn't quite what you're looking for. For those situations, you would be glad to hear that the there is the ability to create your own custom Notification Themes.

With custom Notification themes, you can do things like customizing the text, change or specify different notification recipients, add additional CC or BCC addresses, and even change the look and feel of the theme itself if you wish to do so. This article covers some of the customization options mentioned to get you started with customizing your own Notification Theme.

Creating a new Notification Theme

1. Navigate to Admin > Cases > Notifications > Add Theme.

2. Give your new theme a name and click Add.

3. For this example, we have named the Notification Theme 'Notify Managers Only'. You'll see the new notification theme open and you can make changes on this screen. Some of the common changes are changing the Subject line and the To and CC address fields. You can also check the 'Plain text only' box to a send a plain text email rather than an HTML email.

Below is how a new Notification Theme would look like after creation.


Editing the Notification Theme

By default, notification themes are created with the following To address field:

{% if case.user %}{{}}{% elsif %}{{}}{% else %}{{site.admin_emails}}{% endif %}

This is a Liquid statement that does the following:
  • emails the assigned agent for a case
  • if there isn't an assigned agent, emails everyone in the assigned group for a case
  • if there is no assigned agent and group, emails all the Desk Admins
For this example, we are removing the liquid statement and replacing it with a single email address. You can add multiple comma separated addresses if you wish, or add additional addresses in the CC or BCC fields too.

Let's also change the default subject:

Case Assignment Notification - Case #{{}} 
to something like
Case #{{}} escalated to Managers 

Below is how the theme would look like after making the changes.

4. Click 'Update' to save or 'Save and Continue Editing' if you want to save the changes made but continue working on the theme.

Putting the Notification Theme to use

Now that we have a new Notification Theme, we will need to create a rule to send this specific Notification.

A Case Updated Rule would be best for this workflow, as what we want is to trigger the Notification to be sent to the Managers only, after an agent updates a case for escalation to the Managers.

5. Navigate to AdminCasesRules > Case Updated and create a Rule that sends your newly created Notification Theme. When the Managers received this email notification, they now know the notification was specifically for a case escalation that will need their immediate attention.

If you are comfortable working with CSS and HTML, you can take the customization of your Notification Themes one step further by customizing the entire look and feel of the theme. You can also use additional Liquid Variables to dynamically populate additional case or customer information.