Editing ticket notifications
By default, when a ticket is updated certain emails are sent to agents and users by triggers or automations.
To edit an email template go to Settings > TICKETS > Rules & Notifications and click on a matching rule. See the list of triggers and automations responsible for sending various emails below.
Please note that this article only explains how default unaltered rules work. If you do not see a "Default" text to the right of a rule, the rule may behave differently than described in this article. For more information about triggers and automations see: Triggers, Automations.
Triggers
Notify requester about public reply
This is the most important trigger. If you remove it, you won't send emails to customers.
Sends agent's reply to the customer (requester) when agent responds to their ticket or when agent starts a new ticket with them.
Notify agent about any reply
Sends customer's reply to the assignee (i.e. agent the ticket is assigned to).
Sends note added by another agent to the assignee.
Notify agent of assignment
Sends agent an email when a ticket is assigned (manually or automatically) to them.
Notify all agents of received request
Sends details on a new ticket to all agents if the ticket is unassigned.
Auto Reply
Disabled by default.
Sends a confirmation to the customer that their ticket has been received. Includes a link to the ticket in customer's area in the user portal.
Automations
Request customer satisfaction rating
Only appears when Customer Satisfaction option is turned on.
Sends a request to the customer asking to rate customer service experience in 24 hours after ticket has been solved (once per ticket).
Editing templates
Use placeholders to insert variables such as customer name or link to ticket. Learn more
You can edit templates in a visual editor or in HTML source mode.
If you think you messed up your triggers/automations, you can reset them at any time. Please note that the reset function deletes all your changes, all your custom-built triggers and restores default triggers.
Multiple templates per trigger (Requester and CC)
You might have noticed that some triggers include two templates in the Actions section:
- Notifications:Email user (Requester)
- Notifications:Email user (CC)
The first template (Requester) is used to send emails to the customer. The second template is for sending emails to CCs added to the ticket. You can change these templates independently.
