Email Templates are emails messages that are automatically sent to customers when certain actions occurs. The messages have variables you can include in the email body in order to personalize it.

In order to use variable, click (for example) on “Thread Variable” to expand it, next click on one of properties (text on blue background) this will insert variable in the email, you can also type the variable manually in the message, this will have exactly the same effect.

By default WPHelpDesk has two notifications:

  • New Ticket Created – this message is sent when user creates a new ticket using [[submit_ticket]] form, additionally you can enable it for emails imported from inbox (see Basic Configuration).
  • New Reply To Your Ticket – this message is being sent when agent replies to ticket created using [[submit_ticket]] form.