Alerts

Alerts

Stay informed about critical events and changes across your customer accounts.

Overview

Alerts notify you of important events that require attention. Karolina automatically generates alerts based on signals, thresholds, and configured triggers.

Alert Dashboard

Access from main navigation:

1. Click Alerts in the sidebar
2. View all active alerts
3. Filter by type, severity, or account

Alert Metrics

Alert Severity

Alert Types

Health Alerts

Usage Alerts

Business Alerts

Support Alerts

Viewing Alerts

Alert Feed

See all alerts:

1. Click Alerts in sidebar
2. View chronological feed
3. Filter as needed
4. Click alert for details

Filtering Alerts

Alert Details

Click any alert to see:

• Alert type and severity
• Triggered account
• Time triggered
• Contributing factors
• Recommended actions
• Link to account

Taking Action on Alerts

Acknowledge

Mark as seen:

1. Click alert
2. Click Acknowledge
3. Optionally add note
4. Alert marked acknowledged

Snooze

Temporarily hide:

1. Click alert
2. Click Snooze
3. Select duration:
   • 1 hour
   • 4 hours
   • 1 day
   • 1 week
   • Custom
4. Alert hidden until snooze expires

Resolve

Mark as addressed:

1. Click alert
2. Click Resolve
3. Select resolution:
   • Issue addressed
   • False positive
   • Not applicable
   • Ongoing
4. Add notes
5. Alert closed

Create Action

Convert to task:

1. Click alert
2. Click Create Action
3. Fill in action details
4. Action linked to alert

Alert Configuration

Alert Settings

Customize alert behavior:

1. Go to Settings → Notifications
2. Click Alert Settings
3. Configure thresholds
4. Set notification preferences
5. Save

Threshold Configuration

Adjust when alerts trigger:

Suppressions

Reduce alert noise:

1. Click Settings → Alerts
2. Click Suppressions
3. Add suppression rule:
   • Alert type
   • Account (optional)
   • Time period
4. Suppressed alerts hidden

Notification Channels

In-App

Default notification:

• Badge on Alerts icon
• Alert feed updates
• Click to view

Email Notifications

Get alerts via email:

1. Go to Settings → Notifications
2. Enable Email Alerts
3. Configure:
   • Severity threshold
   • Alert types
   • Frequency (immediate, digest)

Slack Notifications

Receive in Slack:

1. Connect Slack integration
2. Go to Settings → Notifications
3. Enable Slack alerts
4. Configure:
   • Channel to notify
   • Severity threshold
   • Alert types

SMS Notifications

For critical alerts (Enterprise):

1. Go to Settings → Notifications
2. Enable SMS Alerts
3. Add phone number
4. Configure critical alerts only

Alert Intelligence

Smart Grouping

Related alerts grouped:

Account: Acme Corp

Grouped Alerts:
• Usage Drop detected (3 hours ago)
• Support Spike detected (2 hours ago)
• Health Score declining (1 hour ago)

View All (4 alerts in group)

Root Cause Analysis

AI identifies causes:

Health Drop Alert

Possible Causes:
1. Support ticket #1234 unresolved
2. Key user "[email protected]" inactive
3. Champion left company

Recommended Investigation

Suggested Actions

AI recommends responses:

Alert: Renewal in 30 days

Suggested Actions:
1. Schedule renewal kick-off meeting
2. Prepare QBR deck
3. Review expansion opportunities
4. Send renewal proposal template

Alert Best Practices

Daily Review

Make it a routine:

1. Review critical alerts first
2. Address high-priority items
3. Acknowledge the rest
4. Create action items

Alert Hygiene

Keep alert noise low:

• Configure appropriate thresholds
• Suppress known non-issues
• Resolve rather than ignore
• Regular review of alert patterns

Escalation Path

Know when to escalate:

Troubleshooting