Understanding the Client's Status Change Abilities in CloudRadial

Important! As of August 17th, 2021, the new Status Workflows function has dramatically changed CloudRadial's previous method for handling status updates. 

For details of these changes, please view this support article.

Within CloudRadial, you have the ability to set up status workflows within both Problem Reports and Service Requests for users loaded within the portal.

These status workflows can allow users to take actions on tickets that include, but aren't limited to:

• Approving a ticket
• Denying a ticket
• Escalating a ticket
• Changing the priority of a ticket
• And more

The options described above are defined by the partner MSP as they set up the portal. Please be sure to set up your approval workflows before inviting the client to try them out.

You can read the steps on how to set these up by viewing this article. 

To get an understanding of what the users see during these status changes, we'll explore:

1. How to add global branding to the notification emails triggered from CloudRadial
2. How to add customer-specific branding to the notification emails triggered from CloudRadial
3. The general experience that the client will get when they are put through a status workflow

1. Adding Global Branding to Notification Emails

Admins are notified of a ticket requiring attention/action in two ways.

First, they will receive an email originating from CloudRadial (by default, this comes from noreply@secure.itsupportemail.com). Second, they will also see a button on their home page letting them know that an action is required for an open ticket. 

Branding the email is a simple and effective step to ensure that the email they get is familiar and recognizable from your company. Here's how we'll do it:

1. Navigate to Partner > Settings
2. Select Account & Branding under the Setup section at the top right
3. Select the Branding tab
4. Look for the Email Settings section and find the Email Logo URL input box.
   • You must add an appropriately-sized logo to the Media Library for your notification emails
   • You can click on Media Library above the Lookup button to get taken to your tenant's media library.
   • Simply drag and drop the logo file in there, and then use the Lookup button on the branding page to select the logo you added. 
5.  Select the Submit button at the bottom to finalize your settings.

Your custom branding will now be set for the notification emails that the portal generates.

2. (Optional) Adding Company-Specific Branding to Notification Emails

You can further specify if a client's notification emails should be branded differently than the global setting that we established in Step 1.

The common use case for this is if you're presenting the portal as 100% whitelabeled to their needs, and not just as the MSP presenting the portal to them.

To set up company-specific branding for notification emails:

1. Navigate to Partner > Clients
2. Locate the client you want to set up with custom branding
3. Edit them using the 3 blue-dot menu to the right of their company name
4. Select the Branding tab at the top of their menu
5. Select the checkbox to Apply custom branding for this company?
6. Look for the Email Settings section and find the Email Logo URL input box.
   • You must add an appropriately-sized logo to the Media Library for your notification emails
   • You can click on Media Library above the Lookup button to get taken to your tenant's media library.
   • Simply drag and drop the company-specific logo file in there, and then use the Lookup button on the branding page to select the logo you added. 
7.  Select the Submit button at the bottom to finalize your settings.

If set, this branding will override the globally-set branding for the specified company.

While it's not the focus of the article, we encourage you to fill out the custom branding details to the fullest to keep the customer's portal as customized and properly branded as possible.

3. Understanding the Client's Experience of Notification Emails

It's helpful to understand the client's experience of the status workflow process, both for explaining it to them and to map out any potential points of failure.

Below is an example of the email they'll receive from CloudRadial relating to the notification: 

Similarly, within the right-hand side of the portal home page, the users needing to take action (commonly admin-level users) will see the following:

These users will see their tickets listed for approvers within the Waiting tab of the Support Tickets area within the feature set. The action with the ticket is decided via a drop-down from within the ticket.

The actions that follow the buttons the press are defined by you, the MSP, from Status Workflows.

Supporting marketing documentation that is brandable can be found by clicking here; it may be beneficial to walk the client through the email notification process and present them with accompanying guidance so they know what to expect from the portal's workflows.