Auto Acknowledgements versus Notifications
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Auto-acknowledgments (also known as auto-replies) are emails sent from Desk.com when triggered by a Business Rule and are most often sent to customers upon creating a case.
Notifications are emails sent from Desk.com when triggered by a Business Rule and are typically used to notify internal employees of changes in a case. They can also be used to notify a larger group of internal employees or a distribution list of aging cases, escalations, and unusual case requests.
|Designed for External Use. Most commonly used to send a response back to the customer upon receipt of a case in the system||Designed for Internal Use. Most commonly used to notify others in the organization that a case has been assigned to them|
|Only available for use on an Inbound Interaction Rule||Available for all rules|
|By default, the body contains auto_ack snippet to thank customer for their message||By default, the body contains case information in the form of liquid variables|
|Sent from Default Mailbox||Mailbox can be selected when editing the template|
|Thread to message history so responses from customer remain part of the case||Doesn’t thread to message history so response from customer creates a new case|
|Accessed in Admin --> Channels --> E-mail --> Auto Acknowledgements||Accessed in Admin --> Case Management --> Notifications|
The full list of snippets, or text short cuts, that you can use to edit your templates, can be found here: List of Snippets
Creating and Customizing Notifications and Auto-Acknowledgements
For information about setup and customization of both Notifications and Auto-Acknowledgements please see the below for further reading:
Customizing your Auto-Acknowledgements
Creating a custom notification template