Email & Web Push Notifications

Keeping agents and customers informed of ticket developments requires reliable, multi-channel notification pipelines. Salamandr supports customizable email templates and standard W3C Web Push notifications.

1. Notification Event Templates

Salamandr delivers automated transactional emails for critical lifecycle events:

Event Identifier	Target Audience	Trigger Condition
`ticket.created.customer`	Customer	Confirmation email with ticket tracking number
`ticket.created.agent`	Assigned Agent / Team	New ticket opened in queue
`ticket.assigned`	Assigned Agent	Ticket reassigned to agent
`ticket.reply.customer`	Customer	Agent posted a public response
`ticket.reply.agent`	Assigned Agent	Customer replied to active thread
`ticket.resolved`	Customer	Resolution confirmation with CSAT survey link
`sla.warning`	Team Leads / Admins	Ticket approaching SLA deadline

Customizing Templates

Navigate to Admin Panel → Settings → Notification Templates to edit subject lines, HTML bodies, and localized translations.

2. Desktop Web Push Notifications (VAPID)

Agents can receive native desktop notifications when new tickets arrive or when they are assigned an urgent conversation:

Operates via standard browser Web Push APIs with VAPID key pairs.
Functions even when the agent does not have the helpdesk tab actively focused.

3. Agent Working Hours & Quiet Schedule

To respect staff work-life balance, agents can configure personal notification schedules:

In My Profile → Notification Preferences → Schedule:
- Set active notification windows (e.g. 09:00 to 18:00).
- Push notifications are silenced automatically outside scheduled hours.

4. Outbound Webhooks (Enterprise)

Salamandr features a transactional, HMAC-signed outbound webhook engine to stream real-time events into your SIEM, CRM, data warehouse, or automation platforms (e.g. Zapier, n8n):

Comprehensive Event Catalog: Supports 26 granular event types spanning ticket lifecycle (ticket.created, ticket.routed, ticket.status_changed, ticket.message_created), SLA monitoring (ticket.sla_breached, ticket.first_response_breached, ticket.next_response_breached, ticket.sla_warning), CSAT feedback (ticket.csat_rating_submitted), directory entities (customer.created, customer.updated, organization.created, organization.updated), and WASM extension states (extension.installed, extension.enabled, etc.).
Durable Delivery: Dispatches are enqueued within the same PostgreSQL transaction as the state change (webhook.EnqueueTx), eliminating dropped events and ghost notifications from rolled-back operations.
Resilient Retry Ladder: Automatic exponential retries (1m, 5m, 30m, 2h, 6h) with delivery history logs, response time metrics, and manual replay capabilities.
Custom Request Headers: Configure static authorization headers (e.g. X-API-Key, Authorization) per endpoint.

To register and manage endpoints, navigate to Admin Panel → Settings → Webhook Endpoints or consult the REST API & Webhooks Reference.

5. REST API Reference

Update Notification Template

PATCH /api/v1/notification-templates/ticket.reply.customer
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "subject": "Re: [Ticket #{{ticket.number}}] {{ticket.subject}}",
  "body_html": "<p>Hi {{customer.name}},</p><p>{{message.body}}</p>"
}