Introduction
Send Message is an action that enables you to automatically send messages to a group of users in the system. Unlike sending emails, these messages show up as notifications within the system and stay in the alerts section of your profile when they are sent.
For example, you can set up a message with information such as ticket number and priority that automatically goes to the group of users whenever a new ticket is created.
Steps to create a Send Message action
Provide a Name and Description of your action.
- Select Message as Action Type.
- Select the message recipients using the two multi- choice fields Send to Specific Users (select from the list of all the users in the system) and Send to fields (select from the list of all the available users field type).
- Compose your content in the Message text box.
- Add field values with or without the name to the message template using "Add Variables to Message" section.
- Click on Create button.
Agent Interface: Create action screen for Message