1. Home
  2. Configuration
  3. Helpdesk
  4. Ticket notifications

Ticket notifications

Notifications icon

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

image These notifications can only be sent via Email. Sender should be configured under Config → Helpdesk → Tickets

Notifications list

  • Ticket received (message to customer) - sends an email to the customer when we've received 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 there 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 a ticket assigned to the group. Groups can be added/removed under Config → Helpdesk → Miscellaneous 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 watchers of the 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 content, then click on Check code to verify that all is correct, thereafter, simply Confirm changes.