Email Notifications – SupportCandy

Email notification settings

Pradeep Makone — Tue, 21 Jun 2022 07:40:07 +0000

Proper configuration of email notification settings is essential to ensure seamless communication through email notifications. Below is a detailed explanation of each setting:

From Name: This field defines the name displayed as the sender in outgoing emails. Use a recognizable name, such as your company or support team’s name, to ensure recipients trust the emails.
From Email: This specifies the email address from which notifications will be sent. Make sure this address belongs to your domain and is verified, as it helps prevent emails from being marked as spam.
Reply-To Email: Set the email address where replies to notifications should be directed. If left blank, the system will use the From Email as the default reply-to address.
Please note, if you are using Email Piping then you need to use the email which you have piped for the email piping. It will make sure, all the replies gets piped.
Number of Emails Per Cron Job: Define the maximum number of emails that can be sent in one cron job execution. This is useful for managing server load and preventing email delivery delays when sending notifications in bulk.
Blocked Emails: Add email addresses to this list to exclude them from receiving email notifications. This feature is helpful for internal testing or excluding certain recipients.
Attachments in Notifications: Configure how attachments are handled in email notifications:
- Send Actual Files: Attach the files directly to the email.
- Send Links: Include downloadable links to the attachments instead of the actual files.
- Disable Attachments: Choose this option to exclude attachments entirely from email notifications.

These settings allow you to customize your email notifications effectively, ensuring that they align with your support needs and maintain efficient communication with users.

Ticket notifications

Pradeep Makone — Tue, 21 Jun 2022 07:40:46 +0000

Support → Email Notifications → Ticket notifications

Ticket Notifications Setup

In the Support → Email Notifications → Ticket Notifications section, you can configure email templates for various ticket events. This ensures that relevant stakeholders are promptly informed of important updates or changes. Below are the key features and steps for setting up ticket notifications:

Configurable Ticket Events

You can create and customize email templates for the following ticket events. Additionally, some add-ons may introduce their own events, which are documented separately in the add-on documentation.

1. Create New Ticket: Triggered when a new ticket is created.
2. Ticket Reply: Triggered when a reply is added to the ticket.
3. Change Ticket Status: Triggered when the ticket’s status changes (e.g., from Open to Awaiting Customer Reply).
4. Change Ticket Category: Triggered when the ticket’s category is updated.
5. Change Ticket Priority: Triggered when the priority level of the ticket is modified.
6. Change Assignee: Triggered when the ticket is reassigned to a different agent.
7. Change Ticket Subject: Triggered when the subject of the ticket is updated.
8. Change Ticket Fields: Triggered when custom or standard ticket fields are modified.
9. Change Agent-Only Fields: Triggered when fields accessible only to agents are updated.
10. Submit Private Note: Triggered when a private note is added to the ticket.
11. Feedback Added: Triggered when customer feedback is submitted for a ticket.
12. Out of SLA: Triggered when a ticket breaches the Service Level Agreement (SLA).
13. Delete Ticket: Triggered when a ticket is deleted.

Note: Ensure the Notification Status is set to Enabled. Otherwise, notifications will not be sent for the respective events.

Using Macros in Templates

Macros (placeholders) can be used in the Subject and Body of the email templates to dynamically insert ticket details. For example, you can include the ticket ID, customer name, or assigned agent details.

Recipient Options

When setting up notifications, you can configure recipients for the To, CC, and BCC fields. Recipients are now divided into three categories:

1. General Recipients

Customer: The ticket owner (the person who raised the ticket).
Assignee: The agent assigned to the ticket.
Additional Recipients: Additional email addresses added to the ticket.
Current User: The user performing the action (if this is not set, the current user will not receive a notification even if other recipients do).
Agent Group Members: All agents within the assigned group.
Agent Group Supervisors: Supervisors of the assigned agent group.
User Group Members: All users within the assigned user group.
User Group Supervisors: Supervisors of the assigned user group.

2. Agent Roles

Administrator: Agents with the Administrator role.
Agent: All agents with the standard Agent role.
Other agent roles can be configured based on the specific system settings or role customization.

3. Custom Recipients

Custom Email Addresses: Manually specified email addresses. Add one email per line in the text box provided.

Notification Configuration Fields

Each notification can specify recipients in the following fields:

To: The main recipients of the notification.
CC: Additional recipients who need a copy of the notification.
BCC: Recipients who receive the notification privately (not visible to other recipients).

In all three fields (To, CC, and BCC), you can select recipients from the General Recipients, Agent Roles, or manually input email addresses under Custom Recipients.

User registration OTP

Pradeep Makone — Tue, 21 Jun 2022 07:41:16 +0000

Support → Email Notifications → User Registration OTP

In Support → Email Notifications → User Registration OTP, you can configure the email notification sent to users during the registration process. This notification contains a one-time password (OTP) used to authenticate the user’s email address when using the “Default” registration form.

The User Registration OTP ensures the authenticity of the email address provided during registration, adding an essential layer of security to the process.

OTP Email Template

You can customize the email template used to send the OTP in this section.

Subject Field: Define a clear and concise subject line.
Body Section: Personalize the email body to include a friendly greeting and the OTP details. You can use placeholders (macros) to dynamically populate details such as the recipient’s name, username, or the OTP itself.

Using Macros (Placeholders)

Macros allow you to include dynamic information in your email subject and body. The available macros are displayed below the email body editor. Common examples include:

{{otp}}: Inserts the one-time password.
{{firstname}}: Inserts the user’s first name.
{{lastname}}: Inserts the user’s last name.
{{fullname}}: Inserts the user’s full name.
{{email}}: Inserts the user’s email address.

Additional Resources

Click here to access detailed documentation about user registration functionality, including setup and advanced options.

By leveraging these settings, you can ensure a secure and user-friendly registration process for your customers.

Guest login OTP

Pradeep Makone — Tue, 21 Jun 2022 07:41:44 +0000

Support → Email Notifications → Guest Login OTP

In Support → Email Notifications → Guest Login OTP, you can configure the email notification sent to users for guest login authentication.

The Guest Login OTP ensures secure access to guest users by authenticating their email address with a one-time password (OTP).

OTP Email Template

Subject Field: Set a clear subject line that includes the OTP or its purpose.
Body Section: Customize the email body to provide details about the OTP. Use placeholders (macros) to dynamically populate user-specific information.

Using Macros (Placeholders)

Macros allow you to personalize the email by dynamically adding user-specific details. Examples include:

{{otp}}: Inserts the one-time password.
{{name}}: Inserts the recipient’s name.
{{email}}: Inserts the recipient’s email address.

For more information about OTP login functionality and detailed setup instructions, click here.

By configuring this setting, you can ensure a secure and seamless experience for guest users accessing your platform.

Macros

Milind Ighe — Tue, 21 Mar 2023 07:07:02 +0000

Macros are widely used in ticketing systems for replacing dynamic information in email notifications, print tickets, replies, schedule tickets, etc. You will get a list of macros in the “Insert macro” option available below the text editor.

Here is the list of macros available for your use:

Macro	Description
{{ticket_id}}	Ticket id of current ticket
{{customer_name}}	Name of ticket creator
{{customer_first_name}}	First name of ticket creator
{{customer_email}}	Email address of ticket creator
{{last_reply}}	Last reply submitted in the ticket
{{last_reply_user_name}}	Name of the agent/customer who submitted the last reply
{{last_reply_user_email}}	Email of the agent/customer who submitted the last reply
{{last_reply_user_first_name}}	First name of the agent/customer who submitted the last reply
{{last_note}}	Last note submitted in the ticket
{{last_note_user_name}}	Name of the agent/customer who submitted the last note
{{last_note_user_email}}	Email of the agent/customer who submitted the last note
{{last_note_user_first_name}}	First name of the agent/customer who submitted the last note
{{current_user_name}}	Name of the current user
{{current_user_email}}	Email of the current user
{{current_user_first_name}}	First name of the current user
{{ticket_history}}	Ticket history of reports(description) and few replies excluding the last reply. You can decide the count of replies in Advanced Settings.
{{ticket_history_all}}	It prints all replies and report(description) of the current ticket.
{{ticket_notes_history}}	It prints all notes of the current ticket
{{ticket_history_all_with_notes}}	It prints all replies, notes, and report(description) of the current ticket.
{{ticket_history_all_with_logs}}	It prints all replies, logs, and report(description) of the current ticket.
{{ticket_history_all_with_notes_and_logs}}	It prints all replies, logs, notes, and report(description) of the current ticket.
{{ticket_notes_history_with_logs}}	It prints all notes and logs of the current ticket.
{{ticket_url}}	URL of current ticket
{{name}}	Name of the ticket creator
{{subject}}	Subject of the current ticket
{{description}}	Description of the current ticket
{{status}}	Status of the current ticket
{{priority}}	Priority of the current ticket
{{category}}	Category of the current ticket
{{assigned_agent}}	Assignee of the current ticket
{{date_created}}	Date on which the current ticket has been created
{{date_updated}}	Date on which the current ticket has been last updated
{{agent_created}}	It will return the agent name who created the ticket on behalf of the customer
{{ip_address}}	IP address of the ticket creator
{{source}}	Source of the ticket(Email piping, gravity form, browser, schedule ticket, IMAP, Gmail, Microsoft Exchange)
{{browser}}	Browser of the customer used for creating a ticket
{{os}}	Operating system of the customer
{{add_recipients}}	Additional recipients added to the ticket
{{prev_assignee}}	Previous assignee of the current ticket
{{date_closed}}	Date on which the current ticket has been closed
{{user_type}}	It will return the user type as a registered user or guest user
{{last_reply_on}}	Date on which the last reply received in the ticket
{{last_reply_by}}	The user who last replied to the ticket
{{usergroups}}	It gives a list of Usergroups of current ticket creator
{{time_logs}}	It will give all timer logs of the current ticket
{{time_spent}}	Time Spent by the agent on the current ticket
{{sf_feedback}}	Feedback received for the current ticket
{{satisfaction_survey_links}}	Satisfaction survey links for a current ticket to get ratings from the user
{{satisfaction_survey_url}}	URL of the page on which users can rate the support
{{rating}}	Rating received for the current ticket
{{sla_logs}}	It will gives all SLA logs of the current ticket
{{basepress_kb}}	BasePress knowledgebase suggestions
{{bwl_kb}}	BWL knowledgebase suggestions
{{echo_kb}}	Echo knowledgebase suggestions
{{helpdesk_kb}}	Helpdesk knowledgebase suggestions
{{helpguru_kb}}	Helpguru knowledgebase suggestions
{{pressapp_kb}}	Pressapp knowledgebase suggestions
{{wp_kb}}	WP knowledgebase suggestions
{{betterdocs_kb}}	BetterDocs knowledgebase suggestions
{{acronix_faq}}	Acronix FAQ suggestions
{{ultimate_faq}}	Ultimate FAQ suggestions
{{ticket_url_plain}}	URL of a current ticket for the Backend