¶ Ticket notifications
¶ Overview
You can enable/disable sending of certain notifications to admins/customers here. Email/SMS templates can also be updated here and the notification subject.
The notifications are split across two tabs — Email and SMS. Each tab lists the same set of events, so you can enable a notification for email, SMS, or both, and edit each channel's template independently.
The email sender is configured under Config → Helpdesk → Tickets.
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Ticket received (message to customer) - sends an email to the customer when we've received a ticket;
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New ticket (message to admin) - sends an email to the admin when a new ticket is created;
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Ticket changes (message to admins) - sends an email to the admins when there are some changes, e.g. Priority was changed;
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Ticket status changed (message to customer) - notifies the customer when a ticket's status changes (for example, from New to In progress). The template receives both the new status and the previous status, so you can tailor the message per status — or skip the notification entirely for certain statuses (see the note under Edit templates).
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New ticket (message to customer) - sends an email to the customer when a new ticket is created;
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New message (message to admin) - sends an email to the admin when a new message is added in the ticket;
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New message (message to customer) - sends an email to the customer when a new message is added in the ticket;
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Ticket assigned (message to admin) - sends an email to the admin when a ticket is assigned to them;
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New note (message to admin) - sends an email to the admin when another admin adds a note to the ticket;
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Ticket closed (message to admin) - sends an email to the admin when a ticket is closed;
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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;
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Ticket closed (message to customer) - sends an email to the customer when a ticket is closed;
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Ticket opened (message to admin) - sends an email to the admin when a customer opened a ticket;
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Ticket opened (message to customer) - sends an email to the customer when an admin opened a ticket;
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Ticket watchers notification (message to watchers) - sends an email to watchers of the ticket, e.g. the note was added.
¶ SMS
The SMS tab lists the same ticket events as the Email tab, but each one is delivered to the recipient as an SMS instead of an email. Enable the events you want sent by SMS and edit each SMS template independently of its email counterpart.
- Ticket received (message to customer) - sends an SMS to the customer when their ticket is received;
- New ticket (message to admin) - sends an SMS to the admin when a new ticket is created;
- Ticket changes (message to admins) - sends an SMS to the admins when something in the ticket changes, e.g. the priority;
- Ticket status changed (message to customer) - sends an SMS to the customer when the ticket's status changes;
- New ticket (message to customer) - sends an SMS to the customer when a new ticket is created;
- New message (message to admin) - sends an SMS to the admin when a new message is added to the ticket;
- New message (message to customer) - sends an SMS to the customer when a new message is added to the ticket;
- Ticket assigned (message to admin) - sends an SMS to the admin when a ticket is assigned to them;
- New note (message to admin) - sends an SMS to the admin when another admin adds a note to the ticket;
- Ticket closed (message to admin) - sends an SMS to the admin when a ticket is closed;
- Ticket assigned (message to group) - sends an SMS to the group when a ticket is assigned to that group;
- Ticket closed (message to customer) - sends an SMS to the customer when their ticket is closed;
- Ticket opened (message to admin) - sends an SMS to the admin when a customer opens a ticket;
- Ticket opened (message to customer) - sends an SMS to the customer when an admin opens a ticket;
- Ticket watchers notification (message to watchers) - sends an SMS to the ticket's watchers, e.g. when a note is added.
SMS delivery requires an SMS gateway to be configured under Config → Main → SMS config. Verify the exact path/label against the live UI before publishing.
¶ Edit templates
Template bodies can be edited using TWIG and variables for templates.
Template bodies can be loaded from another template using the drop-down list. To populate the body with the selected template content, click Load. Next, click Check code to verify that all is correct. Finally, simply Confirm changes.
A default template, Ticket status changed - customer notification, is created automatically under Config → System → Templates (type Tickets). To stop the notification from being sent for a particular status change, include the marker
=== IGNORE NOTIFICATION ===in the template body (typically inside a TWIG condition on the new or previous status). When the rendered template contains this marker, Splynx skips that notification — letting you decide, in the template itself, which status changes notify the customer.
¶ Ignore list
On the Email tab, the Ignore list lets you stop outgoing ticket notifications from being sent to specific email addresses or patterns — useful for system addresses such as no-reply@…, former customers who asked not to be contacted, or addresses that keep bouncing and hurt your sending reputation. It works the same way as the Deny list for incoming mail, but in the opposite direction: instead of blocking incoming tickets, it blocks outgoing ticket emails.
Click the + button above the table to open the Add ignore list entry window, fill in the entry, and click Add:
- Filter type — Exact entry, Contain, Starting with, Ending with, or Regex (default Exact entry).
- Filter — the email address or text pattern to match.
- Comment (optional) — a note on why the address was added.
The table shows each entry with these columns: Filter type, Filter, Comment, Filtered today, Filtered total, Added by, Added at, and Actions. The Filtered today and Filtered total counts tell you how many ticket notifications each entry has blocked today and overall, so you can see which filters are active. Use the Actions column to edit or delete an entry, and the refresh button to reload the table.