Overview

Kayako is designed to make notification email with your customers as effortless as possible. Automation using triggers or monitors plays an important role in keeping those lines of communication with optimal performance.

This article provides information on how to improve an automated trigger or monitor and add a link to download the attachment using placeholders in the email notification.

 

Diagnosis

Although Kayako comes with a set of built-in notifications, it's often useful to set up additional custom notifications using triggers and monitors. With triggers, you can send someone a notification whenever a particular type of conversation comes in, or a specific update is made to an existing conversation. Using monitors, you can schedule reminders to make sure nothing falls through the cracks. 

Whether you're building a trigger or a monitor, you have two options for sending notifications:

• Notification: Email a user - Sends an email to a specific user. You can specify an individual user, or define a recipient dynamically, using: Assignee, Current User, Last Active User, or Requester.
• Notification: Email a team - Sends an email to an entire team. You can choose from any of the teams created.

When you select either of these actions, you have the chance to define the subject and body of your email notification.

If you wish to add a file attachment to a notification, you can use a code snippet placeholder in the body of the message.

 

Prerequisite

• To manage a trigger or a monitor in Kayako, you need an administrator account with the 'Manage automations' permission.

 

Solution

1. Access the trigger or monitor you want to configure via the Admin Panel> Automation>Triggers or Monitors.

2. In the 'Perform the following actions' section, edit the Message field by including a link to latest post attachment using the code snippet below: 

   {% for post in case.posts|slice(0,1) %}
   {% for attachment in post.attachments %}
        <a href="{{ attachment.url }}">{{ attachment.name }} - {{ attachment.size }}KB</a> 
   {% endfor %}{% endfor %}

3. Add or paste this code snippet in the message field.
   

4. Click Save to save the changes.

 

Confirmation

When the user receives the notification email, it will include a link to the file attachment. (see the screenshot of a sample notification email below)