¶ Ticket notifications
¶ Overview
You can enable/disable sending of certain notifications to admins/customers here. Email templates can also be updated here and the notification subject.
These notifications can only be sent via Email. Sender should be 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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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.
¶ 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 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.