Proactive Notifications

Overview

When it comes to serving your clients efficiently, you always want to make sure you are paying attention to any unassigned tickets that are of critical priority. The thresholds available in BrightGauge allow you to customize your gauges and work on the backend to send you proactive notifications about highly important tickets once a certain threshold is met. These thresholds can be applied to any gauges where you want to be informed on proactively by BrightGauge. You do not have to be on the screen for BrightGauge to keep observing thresholds for you before it triggers a notification on your choice of medium (supported with Microsoft Teams and email currently).

Some other use-cases that you can enable include:

  • Receive a Microsoft Teams message if the number of Manage Critical and unassigned service tickets goes beyond a certain threshold.
  • Receive an email notification if the Customer Updated Manage service tickets crosses the threshold because they are not attended.
  • Get notified when device availability crosses the defined threshold for Manage Device availability.
  • Receive an email if the utilization of the technician is below the threshold for Technician Utilization ratio for ConnectWise PSA Time Entry Extended dashboard.

Note: This feature is only available for EA partners currently.

Set Up Proactive Notifications

  1. From the Design tab of the gauge of your choosing, go to the Workflow section on the left-hand side. Click Add Workflow.
  2. A dialog box appears with three options: Threshold, Schedule, and Alert Script. For this process, start with Threshold.
  3. In Workflow Name, enter a name. For example, you can enter “Proactive Notification for Critical and Open Tickets” or the name of the gauge you want to apply proactive notifications to.
  4. Under the Configuration Threshold section, set the first drop-down as “id_count” if it is not already set. The middle drop-down offers a range of options. We recommend choosing the > option.
  5. In the last blank field on the right, enter the number of tickets you want this threshold to meet before it starts sending you proactive notifications. You can change the criteria in the drop-down as needed. You do not need to click Apply just yet. Refer to the screenshot below for assistance:workflowname.png
  6. From the Schedule section, you can choose the date and time you want to start receiving proactive notifications from.
  7. Further down this screen, set your options for when you want the notifications to repeat and how often, if needed.
  8. Lastly, choose whether you want these notifications to trigger every day or if you want to set a specific day and time, if needed. Note that choosing a specific day and time allows you to customize the calendar days and time you receive proactive notifications.schedulenotifs.png
  9. In Alert Script, you can receive notifications to a Microsoft Teams Chat or Channel or an email channel. Toggle the option that best suits how you want to be notified. You must obtain a Webhook URL connector to utilize the Microsoft Teams Channel option and paste it into the blank field. For more information on using Webhook as a connector, please see Create an Incoming Webhook URL for Microsoft Teams.teamschannel.png
  10. If you toggle the Email option, enter the email address of the recipient for these notifications and CC anyone else you want to be notified. Click Apply. You can now receive proactive notifications about critical tickets after that number of tickets is met in the threshold.emailconnector.png

The tags in the table below are available for you to use to set up proactive notifications:

Name of the tag

Tag Description

recipient_first_name Recipient's first name
recipient_name Recipient's full name
gauge_title Gauge Name
gauge_link Unique Gauge URL
workflow_title Workflow Name
workflow_created_by Workflow creator's name
workflow_created_email Workflow creator's email
gauge_created_by Gauge creator's name
your_company_name Your company's name
your_company_logo Your company's logo

 

Customize Proactive Notifications Sound and Color

  1. Click the three dots on the upper-right of the gauge of your choosing and click Gauge Info.
  2. Click Edit in Gauge Builder.
  3. In the Design tab of the Gauge Builder, you can edit the alert sound and color of your gauge when the threshold you set is met in the Sound & Color Thresholds section.
  4. Configure the threshold you want to meet when you get a notification by choosing one of the options in the drop-down menu.
  5. In the Value field, enter a number for the threshold.
  6. Choose a color from the color picker that suits the color you want to represent on the gauge when your threshold is met.
  7. Click Play Dashboard Alert. The Notification Sounds drop-down requires you to choose an alert sound. To add more sounds, click the + Add button.
  8. When you are satisfied with your options in this screen, click Apply.colorpickeridcount.png
  9. Now that you have set your color and sound for your proactive notification, meeting that threshold turns the number in your gauge to the color you picked earlier.red7.png
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