Via their preferences agents and customers can select the system events for notifications.
Through the "Notification" link in the adminarea you can manage the notifications of your system. You can customize the subject and the text of the notifications. Just select the notification you want to change from the listbox and load the content of the notification via the "Change" button. The name of the notification tells you for which language the notification is used, which event triggers the notification and if the notification is send to an agent or a customer.
Like signatures or salutation it is possible to create the content of a notification dynamicly by using special variables. In the lower part of the notification screen you can find a list of all variables that can used for notifications.