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Ticket notifications

Config → Ticket → Ticket notifications

Notifications icon

You can enable/disable sending of certain notifications to admins/customers here. Email templates can also be updated here and subject of the notification.

Note: These notifications can only be sent via Email. Sender must be configured under Config → Tickets → Tickets

Notifications list

  • Ticket received (message to customer) - sends an email to the customer when we've receive a ticket;

  • New ticket (message to admin) - sends an email to the admin when a new ticket is created;

  • Ticket changes (message to admins) - sends an email to the admins when the are some changes, e.g. Priority was changed

  • New ticket (message to customer) - sends an email to the customer when a new ticket is created;

  • New message (message to admin) - sends an email to the admin when a new message is added in the ticket;

  • New message (message to customer) - sends an email to the customer when a new message is added in the ticket;

  • Ticket assigned (message to admin) - sends an email to the admin when a ticket is assigned to them;

  • New note (message to admin) - sends an email to the admin when another admin adds a note to the ticket;

  • Ticket closed (message to admin) - sends an email to the admin when a ticket is closed;

  • Ticket assigned (message to group) -sends an email to the group when ticket assigned to the group. Groups can be added/removed under Config → Support → General ticket configuration → Ticket groups;

  • Ticket closed (message to customer) - sends an email to the customer when a ticket is closed;

  • Ticket opened (message to admin) - sends an email to the admin when a customer opened a ticket;

  • Ticket opened (message to customer) - sends an email to the customer when an admin opened a ticket;

  • Ticket watchers notification (message to watchers) - sends an email to the watchers of ticket, e.g. the note was added;

Edit templates

Template bodies can be edited using TWIG and variables for templates.

Edit template

Template bodies can be loaded from another template using the drop-down list to select a template and clicking on "Load" to populate the body with the selected template's content, then click on "Check code" to verify that all is correct, thereafter, simply "Confirm changes".