When teammates (sales, customer success...) send feedback to Harvestr, notifications can be sent in return to inform them about the status of their feedback.
These notifications are available for feedback sent from all integrations: email, Chrome extension, Slack, Zendesk, Intercom, Freshdesk, Salesforce, and Hubspot.
IMPORTANT: notifications are sent to teammates who escalate feedback to Harvestr AND NOT directly to your customers.
Notification rules: what notifications can be sent?
For each integration, three types of notifications can be sent to submitters (teammates who send you feedback).
1) When feedback is read in Harvestr
If you enable this notification, feedback submitters will get notified each time they send feedback to your Harvestr inbox.
2) When feedback is linked to a Discovery in Harvestr
If you enable this notification, submitters will get notified when their feedback is linked to a Discovery. The notification will give them the title of the discovery and its URL.
3) When the linked Discovery is set to specific states or specific state types
If you enable this notification, submitters will get notified when the status of a Discovery that contains their feedback is moved to specific states that can be chosen in the integration settings.
Notification rules can be set from each integration's settings page in Harvestr.
How are notifications sent?
Depending on where feedback comes from, notifications will either be sent by email or directly to the tool where feedback is coming from.
Notification sent by
Slack message within the original feedback thread
Zendesk, Intercom, Freshdesk
Internal note in the original conversation, with the option to reopen the closed ticket/conversation if it is closed.
Here is what email notifications look like:
Here is what support tools (Intercom, Zendesk, Freshdesk) notifications look like: