Basic notifications and their settings can be found under Global Settings → Notifications → Basic settings. The basic settings are divided into 7 parts,
- General settings
- Notices
- Attachments
- Sender of e-mail notifications
- Notification of own changes to the logged-in user
- Notification of discussion received via message processing
- CDESK notifications
General settings
General settings allow you to adjust how e-mail notifications are sent. You can set how recipients are displayed, add the recipients to the e-mail body, insert links into e-mail messages and send blind copies of notifications.
- Hide recipients in the notification – if this setting is on, all recipients are listed in blind copy and thus anonymised. One default notification recipient has to be specified, as some e-mail servers or clients may evaluate a message with no recipient listed as spam. It is recommended to use a neutral address that is not used for receiving messages into CDESK, for example cdesk-notifikacie@domena.com. Hiding recipients also prevents duplicate delivery when the Reply all option is used. The reply reaches CDESK and the default address, and CDESK takes care of distributing the notification further. The setting does not apply to rule-based notifications, where each e-mail has its own specified recipient.
- Send a blind copy of notifications to e-mail – this setting lets you enter an e-mail address to which a blind copy of every notification sent from CDESK will be sent. It can be used to check the notifications being sent, for example to verify to whom a notification was sent and whether the message actually left the server. The setting applies to all notifications, including rule-based notifications. The same e-mail address can be used as for the Hide recipients in the notification setting.
- Notification recipients in the e-mail body – the list of notification recipients is included in the e-mail text. Once this option is turned on, the Customer notification setting is added, where you can choose between two options, All notification recipients or Only customer notification recipients, i.e. whether the recipients will be in the e-mail body only for customer notifications.
- Insert a link for opening in the desktop application into the e-mail notification – inserts a link into the e-mail notification with which the recipient can quickly open the notified record directly in the desktop application.
- Insert a link for opening the company/object address in external GPS systems into the e-mail notification – inserts a link into the e-mail notification that lets the recipient easily display the address of the company or other object in an external GPS system without having to search for and enter the address manually.
Notices
This setting concerns only the Requests module – Display of notices about notified persons for requests, where you can choose from the settings On, Off, Operators only, Customers only. It determines whether information about the recipients is displayed after a notification is sent. With the Off setting, information about the notification recipients is not displayed, nor is the option to display the list of recipients available. However, the notification recipients will still be shown in the request history.
If the Rule-based notifications module is activated in the environment, before saving a change you can use the 
(Notification information) icon in the top panel of the request. Clicking the icon shows, based on the last saved changes, the list of persons who will be notified, the ID of the rule by which the notification is generated, and a preview of the e-mail’s look. In the preview, the customer notification is marked in green and the assignee notification in blue. If the Rule-based notifications module is not activated, the icon is not displayed, and if no notified change has been made on the request, the list will be empty.
Attachments
In this part of the settings, for the Requests, Offers and Invoices modules, you can set how attachments are sent in notifications:
- Sending attachments in the e-mail notification:
- Off – the notification is sent without any attachments.
- New attachments only – ensures that only the attachments added immediately before the record was saved and the notification sent are sent.
- All attachments – all attachments assigned to the request, offer or invoice are sent, including those added in other, previous actions.
You can also turn off sending related attachments in the e-mail notification or set this sending for all related attachments. Related attachments are attachments attached to objects related to the request, offer or invoice.
In the attachment settings you can also set the maximum size of attachments sent, which must not exceed 30 MB. The 30 MB limit includes the size of the e-mail as well, not just the attachments themselves. If the maximum attachment size is exceeded, the system sends an attachments.txt file listing the files not attached instead.
Sender of e-mail notifications
When sending e-mail notifications, the system works with the sender address and the sender name. The sender address is the e-mail address from which the notification is sent, while the sender name is the text displayed to the recipient as the sender’s name.
While in other modules the sender address can be selected, in the Requests module the sender address of e-mail notifications is determined by how the request was created:
- Request created from message processing (manually or automatically) – the address at which the message was received into CDESK is always used.
- Request created manually by a user outside message processing – the address set for the company is used (Address book → Companies → General information → Company settings). If it is not set, the address set for the user is used (My profile → Settings for the sender of e-mail notifications). If that is not set either, the first address from Global Settings → Message processing is used.
- Request created automatically by the system (e.g. recurring requests or requests from CM) – the address set for the company is used. If it is not set, the first address from Global Settings → Message processing is used.
The sender address stays the same for a request throughout its entire life cycle, including notifications sent from the discussion. The sender address cannot be changed on the request.
For most e-mail notifications, the sender name is taken from the name assigned to the e-mail address used under Global Settings → Message processing.
The exception is notifications of discussion posts (internal discussion and discussion with the customer), for which the way the sender name is displayed can be chosen according to the user’s setting.
For the internal discussion and the discussion with the customer, the sender name follows the user’s setting:
- User name displays the user’s full name, followed by the string defined in Global Settings.
- Name assigned to the sender address uses the name assigned to the sender address used in Global Settings → Message processing.
Individual modules can have their own sender address configured. If no sender address is set for a particular module, the system uses an address according to the defined evaluation order.
Notification of own changes to the logged-in user
This part of the settings lets you determine whether the logged-in user will also receive e-mail notifications about changes they made themselves. The setting can be defined separately for the logged-in customer and for the logged-in assignee. This setting applies only to e-mail notifications. If it is off, the user will not receive e-mail notifications about changes they made themselves. Notifications about own changes via the In-app, Desktop, Mobile and SMS channels are not sent.
Notification of discussion received via message processing
This part of the basic notification settings adjusts the behaviour of notifications when posts are added to the internal discussion and the discussion with the customer, and when discussion posts are added via message processing.
- Notify the sender of adding a post to the discussion with the customer – determines whether the sender of a post to the discussion will be informed of its addition by a notification. The setting works independently of the setting for notifying own changes and applies to all types of notifications, but only to events related to adding a post to the discussion with the customer.
- Notify the sender of adding a post to the internal discussion – determines whether the sender of a post to the internal discussion will be informed of its addition by a notification. As with the discussion with the customer, the setting works independently of the setting for notifications of own changes and applies to all types of notifications when a post is added to the internal discussion.
- Notify the customer of adding a discussion post from a message for processing – concerns cases where a discussion post is added to CDESK via e-mail, i.e. through message processing. If the setting is On, the notification is sent to all recipients of the customer discussion. If it is Off, sending notifications to customer accounts as recipients is blocked. When replying directly from the e-mail client, the user does not see the current list of discussion recipients and cannot edit it as when replying directly in the CDESK system. If the discussion may contain internal or sensitive information, it is recommended to turn this setting off to prevent it from being unintentionally disclosed to the customer via e-mail communication.
Configuring notification actions
The last part of the basic settings are the settings of the individual modules. Clicking 
next to a module displays the Actions/Events that can be configured in more detail. The setting options differ for each module, but the structure is the same – Action/Event, Notification recipient, Customer template, turning notification methods on/off.
Not all parameters are available or editable for every module or action. The availability of the individual options depends on the module type, the specific action and the system settings.
- Notification recipient – can only be selected from the predefined options – Responsible assignee, Requester, Customer contact, Assigned assignees, Superior of the responsible assignee, Logged-in user, Request assignee, Added notification recipient, Copy to customer contact, Authorised persons, Receiving party, Handing-over party,..
- Customer template – a default template is available in the system and preselected. This template can be changed only for requests, and only if customer notification templates have been created. For the other modules, only the default template can be used. In the Requests module, you can create your own templates for the wording of customer notifications. You will find more about creating them in the Templates chapter.
Notifications can be turned on separately for the individual communication channels – e-mail, In-app, Desktop, Mobile and SMS. The selected notification type is sent to all recipients listed for that notification type. If different types of notifications need to be set for individual recipients or groups of recipients, they can be configured in the Rule-based notifications module.
- E-mail – a notification delivered by electronic mail to the specified e-mail address.
- In-app – a notification displayed directly in CDESK – the bell icon in the page header.
- Desktop – a system notification displayed as a pop-up within the desktop environment – the CDESK Desktop application.
- Mobile – a push notification in the CDESK Pro mobile application.
- SMS – a text message delivered to the recipient’s mobile number. With basic notifications, SMS notifications are sent only in the Requests module, for requests with one of the two highest priorities, provided that the SMS gateway is activated and correctly configured. SMS sending is not supported in the other modules.
Any changes to the settings must be saved with the Save button.
