Building Blocks
Notifications
Email, bot and communication templates plus the rules that decide when they fire. Configure once for consistent messaging to every stakeholder.
Updated Jan 23, 2026
Configuration · Building Blocks · 3.5
Communication to users and handlers runs through four connected layers: templates (the text), rules (when they fire), sequences (multi-step) and channels (email vs bot). Set up well once = consistent messaging without anyone having to type manually.
Why this matters to the business
"Reporters don't know the status"
A notification on every status change — configured once, applied automatically.
"Handlers type the same thing every time"
Communication templates clickable in the note field — no more copy-paste from Word.
"Consistent branding in every email"
Central email templates with variables — colours, logo and tone managed in one place.
"Escalated too late"
A notification sequence: first reminder to the handler, then the manager, then the steering group.
The four layers
Email templates
Full emails with variables ({% raw %}{{ticket.id}}{% endraw %}, {% raw %}{{user.name}}{% endraw %}). For external communication to reporters, suppliers, customers.
Bot templates
Messages in chat channels (Teams, Slack, Hangouts). For handler-team updates: short and actionable.
Communication templates
Snippets handlers insert manually into the note field on a ticket, CI or booking. Clickable behind the paper icon.
Notification sequences
Multi-step alert flows: reminder → escalation → 2nd escalation. Each with its own delay and audience.
The mechanism
Templates on their own do nothing. They’re activated by notification rules that listen for events:
- Trigger: new ticket · status changed · SLA about to breach · visit today · …
- Condition: only for type X, classification Y, owner Z, …
- Action: send template A to group B via channel C (email or bot)
Which decisions will you make?
Who gets what, when?
Per process flow a notification map: reporter, handler, manager, owner.
Email or bot?
Email for formal communication and audit trail. Bot for quick team updates that don't need to be archived.
How many templates?
Start with 8–12 email templates that cover 80% of traffic. 8 good ones beats 40 mediocre ones.
Which escalation steps?
Per SLA a sequence: 75% → reminder, 100% → manager, 150% → steering group.