My Alerts

Modified on Wed, 08 May 2024 at 10:33 AM

Purpose

Alerts help you keep track of important case events by notifying you via email, Slack, or MS Teams when certain criteria are met or updating a list service, database, etc. via a URL POST method. This article covers the configuration of Alert Triggers, and options for Notifications, including generating an API key, but assumes the user has knowledge of POST/GET URL syntax.

Summary

Alerts are easily set up by defining three things:


  1. Triggers are the criteria that must be met for the Alert to activate. Triggers can be a combination of Escalation Statuses, Sentiment Scores, Case Fields, Customer SLA's, Custom Account Fields and any number of other information available about a case. Combining many different criteria enables users to get very specific Alerts.

  2. Notifications are a combination of the types of communication, i.e. Slack or Email, and the individuals who will receive them.

  3. Payload is the set of information to be included in the Alert notification. Normally, you will want to include any pertinent information necessary to take action on Case(s) associated with the Alert.


Alert Types

There are two types of Alerts that you can create in SupportLogic: Keyword or Standard


Keyword Alerts

Keyword Alerts enable you to enter a key word, or phrase, to look for within case text. You can use regular expressions (see guide below) or enter new keywords as one of your Triggers.  



Keyword Triggers

You have the option of entering a specific word or set of words, leverage regular expressions to match a variety of word patterns, and defining whether you are looking for these words within Inbound, Outbound or Internal communications.


Example Scenario

Let's say your organization had a major software release, but unfortunately came with a big lawsuit that was very controversial. To alert you if your customers open support tickets asking about the press release or the law suit, you could use a keyword search on "press release" that must appear somewhere in the case text:


Type in a keyword and hit enter.


Standard Alerts

Standard Alerts enable you to use virtually any of the case fields, Sentiments detected as well as the Sentiment Score, Attention Score, Health Score, Custom CRM fields for either Cases or Accounts. 


Standard Triggers

With Standard Alerts you have a wide range of criteria to select from for your Triggers and you can combine multiple conditions using all or any modifiers to make the criteria more or less restrictive.


Within My Alerts, define the criteria that will trigger the Alert.

  1. Provide a unique name for your Alert. System Alerts are visible to all users by default and are typically defined by administrators of SupportLogic.

  2. Expand criteria on the right side of the My Alerts page. Depending on your configuration, you will have Sentiments, Escalation Activity, Customer Insights (including their Sentiment and Attention scores, Case metadata, and logistical information about the case and customer you can combine in any number of ways.

  3. You can leverage Virtual Teams and Orgs previously created in the Triggers section. If you just created your Virtual team or Virtual Org, you may need up to 5 minutes for them to populate in the Alerts section post creation.

  4. Once you determine the first set of criteria from the list, expand that section, click, drag and drop the criteria into the Trigger section. Depending on the criteria type, you may be able to have multiple values included within one rule. The example below includes cases that have Escalated or cases Likely to Escalate.


Conditions available for Triggers









Custom Fields for Alerts

In addition to the criteria mentioned above, SupportLogic allows you to use custom case fields and custom account fields to as part of your Standard Alert Triggers.  Simply expand the option under the Custom Fields section on the right-hand menu in My Alerts (see below).


Custom Case and Account Fields in Alerts





Notifications

Define your Alert notifications by selecting how the alert is to be delivered and to whom you wish to deliver it to. 


Options available are direct email message, a Slack channel or individual notifications, MS Team channels or members, or a URL POST that can send notifications to a web server. Use the drop-down to select the appropriate delivery methods.

  1. Email notifications: simply add your email address of the recipients in the Notifications section.

    • NOTE: only authorized domains set in Control Center > Settings can be added.

  2. Slack: add users using the @[username in slack] syntax or #[channel name in slack] to post messages to a Slack channel.

    • NOTE: this assumes your SupportLogic instance has been configured with the  Slack Workspace ID under Control Center > Settings > Alerts/Notifications.

  3. MS Teams: add users using the @[user name] syntax or enter the name of one or more MS Teams directly.

    • NOTE: this assumes MS Teams Integration has been configured under Control Center > Settings > Alerts/Notifications.

  4. API call: enter the POST URL directly into the API entry box. Test the connection to verify the post will be successful. To review details on configuring an Alert using the API, see Configuring an API Notification for an Alert. 

    • NOTE: if an API key is required, generate a SupportLogic key first.

    • Enter the POST URL into the API entry, inserting the generated SupportLogic key where appropriate for your system's POST URL syntax.

  1. Additionally, you have the option to notify the case owner.


In order to add additional members of your organization as recipients of this Alert, you need to have the Shared Alerts feature on for your account. See the User Permissions article for more detail.




Payload

Once you have completed adding your Triggers and configuring the Notifications for your alert, you can customize the information that will be included within the communication (regardless of the communication channel you selected).  This is referred to as the "Payload". 


Customizing the Alert Payload:


  1. To include case details in the Alert notification include information in the Payload section.


  2. Click in the body of the Payload section and type "/".


  3. A list of additional case information fields will appear.  Select any or all you wish to include.


  4. You can preview the the Payload message by expanding the Preview > section at the bottom of the Alert page.





Muting versus Deleting Alerts

If you do not want an Alert to continue to send notifications, you have two options:


Mute = the Alert configuration remains, but no notifications will be sent and no Alert events will occur.


Delete = the Alert configuration is removed from the system.



Most users only have the ability to delete Alerts that they have created. The cannot delete Alerts created by other users nor can the delete System Alerts configured by your administrator of SupportLogic.


To learn about the permissions required to delete or create Alerts for all users, please refer to the User Permissions Guide.




Office Hours All About Alerts Recording and Alert Slide Deck




Did you know that SupportLogic Customer Success hosts Office Hours on a regular basis? Make sure you check out the upcoming offerings by going to the SupportLogic Office Hours Sign Up page.


Below is a link to download a slide deck from a recent Office Hours session where we discussed how to set up Alerts in SupportLogic:

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