I conducted an Expert Review of the the automated notifications being sent by the Tech Support ticketing system at K-State, and found they overwhelmed people with information. I simplified the information down to the most necessary to help both Support Agents and Requestors see what has occurred and get them to more information faster. Additionally I targeted the content to each user type. I also developed the numerous HTML / CSS templates for TeamDynamix.
The out of the box notification templates overwhelmed users.
For Support Requestors, they now get a more user friendly message, and links to the support ticket.
Support agents now get the basic details of the ticketand a link to the ticketing system when more information is needed, or to start working the ticket.