Notifications and communication
After you submit a service request, we will keep you informed every step of the way. You will receive notifications by email and can easily reply or add more information when needed.
Email updates
Once your request is submitted, you will receive automatic email notifications about important updates, such as:
Confirmation that your request was received.
A received comment from you, a colleague or an agent.
Chasing messages that an agent is waiting for a response.
Status changes (Open, In progress, Pending, Awaiting scheduling, Planned, Escalated and Closed).
Reassignments or escalations.
These notifications help you stay informed without needing to log in every time.
Responding to agent questions
Sometimes our service team may need more details to resolve your request, such as screenshots, steps to reproduce the problem, or confirmation about something specific.
When this happens:
You will receive an email notification with the agent’s message.
Click on the link “View request” to comment and providing updates.
Your reply will update the request and notify the agent.
If we are waiting on your input, your request may be paused until we hear back. Try to reply promptly to keep the resolution process moving.
Adding participants
You can involve colleagues or other stakeholders by adding them as participant. This allows them to:
View the request.
Receive the same email updates.
Add comments.
To add a participant:
Open the request in the Service Center.
In the sidebar click “Share”.
Enter the person name, email address or your organisation that you want to add.
They will receive an invitation and begin receiving updates.
You can only add participants which are defined as a company contact in Data Center.
Internal Hybrid Software people can be added as participants by agents only.
Notification preferences
By default, you will receive email notifications for any request you:
Submitted.
Were added to as a participant.
If you want to stop receiving notifications:
Open the request in the Service Center.
Click on the “Notification on” button to disable notifications.
You can only disable notifications for each service request.