Set up instant-messaging notifications to receive real-time updates from SuperOps directly in Slack or Microsoft Teams. This helps internal IT teams stay on top of ticket activity, system events, and important updates as they happen. You can customize which notifications you receive and ensure your technicians get alerts instantly through the tools they use every day.
Enabling Instant Messaging Notifications
1. First, you need to navigate to the Notification Center from the integration's page in the Marketplace.
2. Once the integration is up, click "Manage" to set up your notifications.
3. This will take you to the Notification Center, where you can configure which alerts are sent as instant messages.
Configuring Notification Events
1. In the Notification Center, you can enable the 'Instant Messaging' channel for specific events across different modules. The notifications will be sent as a direct message to the assigned technician via an app bot in Slack or MS Teams.
The following tabs allow you to customize alerts for your technicians:
System Notifications: This tab covers system-level alerts. You can enable instant messages for events like 'Side conversation reply' and 'Technician Mention' to ensure technicians never miss important communications.
Ticket Notifications: Manage all ticket-related alerts here. Enable instant messaging for events such as 'New Ticket Created', 'Ticket assigned to Technician', or 'SLA Response Escalation' to keep your team on top of their ticket queue.
Task Notifications: Configure alerts for task-related events. You can send instant notifications when a 'Task is assigned to a Technician' or when a 'Task is Overdue' to improve task management and accountability.
2. You can update the template by clicking on "View template" to customise the message.
By integrating SuperOps with Slack or MS Teams, you can deliver real-time notifications directly into your technicians' daily workflow. This ensures that critical updates are seen and acted upon promptly, improving overall efficiency and service quality.