Notification

✅Overview

Service case notifications are designed to keep users informed about new activity on service cases, especially when a customer sends a new email. These alerts ensure timely responses and help users efficiently manage ongoing communication.

🧭Purpose

The notification system ensures that:

• Users are promptly informed when customer input is received.

• Service cases requiring attention are easy to identify.

• Office response times are improved through efficient task prioritization.

🔔Notification Icon

• A dedicated notification icon is located at the top of the page, next to the brand selection dropdown.

• This icon visually signals when new customer emails have been received on any service case.

📩Notification Behavior

• New Emails Marked: When a customer replies to an existing service case, that case is marked with a star in the overview list.

• Notification Counter: These marked cases are counted and shown on the notification icon as a badge.

🔎User Interaction

• When the user clicks the notification icon:

  • They are redirected to the Service Case Overview page.

  • The view is automatically filtered with "Awaiting Office Response", so only cases with new customer replies are shown.

⏱Refresh Interval

• Notifications are refreshed every 30 minutes.

• This means that users are notified at regular intervals even if they are working elsewhere in the system.