Receive and respond to email alerts

Depending on your device or email client, alerts you receive from xMatters via email are displayed in either HTML or plain-text format. Response options and instructions are included in the body of the email message, and will vary depending on the email format. For plain-text messages, you will be asked to reply to the email with a specific keyword in the subject line, followed by your response choice. HTML emails will include configured response choices as links within the body of the message.

Some devices and email clients cannot display HTML messages and will convert them to plain text. In other cases, formatting is configurable on the device or email client itself (for example, in Microsoft Outlook). xMatters will display the message in HTML or plain text based on the device or email client and its format settings.

Ensure that you follow the instructions outlined in the message text exactly as specified.

Plain-text email alerts

Plain-text email displays only basic alphanumeric characters, typically in a standard font. Depending on your email client and its settings, plain-text email will be displayed in one of two ways:

  • Some email clients (such as Microsoft Outlook) display text that is identical to an HTML email including clickable response links, but with other HTML elements such as color and graphics removed.
  • 'Pure' plain-text email clients display an alternative plain-text message that requires the recipient to respond by typing a response in the subject line and sending the message back to xMatters.

HTML email alerts

HTML email can include rich content, such as different fonts, colors, images, tables, and hyperlinks. To respond to an HTML email alert, click on one of the response links included in the email body.

Reply to an email alert with a comment

You can include a comment when you respond to an email notification. Use comments to record additional information about your status on the Tracking tab of the events report.

To respond to an email notification with a comment, reply to the email the same way you reply to a plain-text email notification and type the comment after the response choice. For example, to reply ACCEPT to a message with the comment "Servers are experiencing a DDOS attack", reply to the email message and replace the subject with "RESPONSE ACCEPT Servers are experiencing a DDOS attack".

You cannot include a comment if you respond to an event by clicking the response links within the body of an HTML email notification.

For more information about viewing comments in the event report, see Tracking Report.