The Email Notifications section contains emails that are automatically sent to customers or agents when certain actions occur, along with configuration related to them. There are two types of email notifications sent to customers and three sent to agents.

By default, all email notifications are enabled; they can be disabled by unchecking the relevant option while editing them.

Email notifications sent to customer

  • New ticket reply notification – this is sent when an agent replies to a customer’s ticket.
  • New ticket created notification – this is sent when a new ticket is successfully submitted by the user.

Email notifications sent to agent

  • New ticket reply notification – this is sent to the agent assigned to a ticket when a customer replies to it.
  • New ticket created notification – this is sent to the agent who is automatically assigned to a new ticket.
  • Ticket reassigned notification – this is sent to the agent that a ticket has been reassigned to.

Editing email notifications

When a notification is being edited, the following fields are available:

  • Sender Name – The name which will appear that the notification was sent from. If left empty, it will pick up the name configured in the Outgoing Emails configuration.
  • Sender Email – The email which will appear that the notification was sent from. If left empty, it will pick up the email configured in the Outgoing Emails configuration.
  • BCC – One or more emails (separated by commas) that the email will also be sent to as a hidden copy.
  • Enabled – Controls whether the email notification is enabled (when the checkbox is checked) or not.
  • Email Subject – The subject of the email notification.
  • Email Format – The format of the email notification; either Plain Text or HTML
  • Email Body – The body of the email notification.
  • Variables – A list of variables that can be used in the email body.

Please note that each email notification is configured independently of the others.