Email Notifications – SupportCandy

Email notification settings

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

Overview

Email notification settings control how SupportCandy sends email notifications to users.

Proper configuration helps ensure reliable email communication and allows you to control email delivery, recipients, and attachments.

Where to Find

Go to: Support → Email Notifications

How It Works

SupportCandy uses these settings to determine the sender details, reply address, email delivery limits, blocked recipients, and attachment handling for notifications.

Step-by-Step Guide

Open the Email Notification Settings.
Enter the required From Name.
Enter the From Email address.
Enter the Reply to email address if required.
Set the Number of emails per cron job (background emails).
Add any email addresses that should not receive notifications under Blocked emails (one per line).
Select how attachments should be handled in notifications.
Save the settings.

Options / Settings

From Name

Defines the name displayed as the sender in outgoing emails.

Use a recognizable name, such as your company or support team name.

From Email

Defines the email address used to send notifications.

Use an email address that belongs to your domain and is verified.

Reply to

Defines the email address where recipients’ replies are sent.

If this field is empty, SupportCandy uses the From Email as the reply address.

If you use Email Piping, enter the email address configured for email piping. This ensures replies are correctly piped into SupportCandy.

Number of emails per cron job (background emails)

Defines the maximum number of emails sent during one cron job execution.

This setting helps manage server load when SupportCandy sends notifications in bulk.

Blocked emails (one per line)

Allows you to specify email addresses that should not receive email notifications.

This can be useful when excluding specific recipients from notifications, such as during internal testing.

Attachments in Notifications

Controls how ticket attachments are included in email notifications.

Actual Files – Sends the files directly as email attachments.
File Links – Includes downloadable links to the attachments instead of attaching the files.
Disable – Excludes attachments from email notifications.

Example

If your support email is support@example.com

you can configure:

From Name – Your Support Team
From Email – support@example.com

Reply To – Your email piping address, if Email Piping is enabled.

Attachments in notifications – File links

With this configuration, notification emails use your support identity and provide attachment download links instead of sending the actual files.

Notes / Tips

Use a recognizable From Name so recipients can identify your support emails.
Use a verified email address from your domain for From Email.
If using Email Piping, configure the piped email address as Reply to.
Use Number of emails per cron job (background emails) to control bulk email processing.
Use Blocked emails (one per line) when specific recipients should not receive notifications.
Choose the attachment option based on your email delivery requirements.

Ticket notifications

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

Overview

Ticket Notifications allow you to configure email templates for different ticket events.

Each notification can include dynamic ticket information using Macros. You can also define recipients using To, CC, and BCC.

Where to Find

Go to Support → Email Notifications → Ticket notifications.

How It Works

SupportCandy sends an email notification when a configured ticket event occurs.

You can create and customize the email template for each event. The notification must have Notification Status set to Enabled for emails to be sent.

Some add-ons may add additional ticket events. These events are documented separately in the respective add-on documentation.

Step-by-Step Guide

Go to Support → Email Notifications → Ticket notifications.
Select the ticket event you want to configure.
Set Notification Status to Enabled.
Configure the email Subject and Body.
Use Macros to insert dynamic ticket information.
Configure recipients in To, CC, and BCC.
Select recipients from the available recipient categories or add custom email addresses.
Save the notification settings.

Options / Settings

Configurable Ticket Events

You can create and customize notifications for the following ticket events:

Create New Ticket – Triggered when a new ticket is created.
Ticket Reply – Triggered when a reply is added to the ticket.
Change Ticket Status – Triggered when the ticket status changes.
Change Ticket Category – Triggered when the ticket category is updated.
Change Ticket Priority – Triggered when the ticket priority changes.
Change Assignee – Triggered when the ticket is reassigned to another Agent.
Change Ticket Subject – Triggered when the ticket subject is updated.
Change Ticket Fields – Triggered when standard or custom ticket fields are modified.
Change Agent-Only Fields – Triggered when Agent-only fields are updated.
Submit Private Note – Triggered when a private note is added to the ticket.
Feedback Added – Triggered when customer feedback is submitted for a ticket.
Out of SLA – Triggered when a ticket breaches the Service Level Agreement (SLA).
Delete Ticket – Triggered when a ticket is deleted.

Notification Status

Set Notification Status to Enabled to send notifications for the selected ticket event.

If the notification is not enabled, SupportCandy will not send notifications for that event.

Using Macros in Templates

Macros are placeholders that dynamically insert ticket information into the email Subject and Body.

For example, a Macro can insert information such as:

Ticket ID
Customer name
Assigned Agent details

You can find the complete list of available macros, along with more information about each macro, on the following page:

SupportCandy Macros Documentation

Recipient Options

Recipients can be configured in the To, CC, and BCC fields.

Recipients are divided into three categories.

General Recipients

Customer – The user 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 recipient is not selected, the Current User will not receive the notification even when other recipients are configured.
Agent Group Members – All Agents in the assigned Agent group.
Agent Group Supervisors – Supervisors of the assigned Agent group.
User Group Members – All users in the assigned User group.
User Group Supervisors – Supervisors of the assigned User group.

Agent Roles

Administrator – Agents with the Administrator role.
Agent – Agents with the standard Agent role.
Other Agent roles can be configured based on the system settings or role customization.

Custom Recipients

Custom Email Addresses – Manually specified email addresses. Enter one email address per line.

Notification Configuration Fields

Each notification provides the following recipient fields:

To – The main recipients who receive the notification.
CC – Additional recipients who receive a copy of the notification.
BCC – Recipients who receive the notification without their email addresses being visible to other recipients.

You can select recipients from General Recipients, Agent Roles, or Custom Recipients in all three fields.

Example

To notify the customer and assigned Agent when a new ticket is created:

Open the Create New Ticket notification.
Set Notification Status to Enabled.
Select Customer in To.
Select Assignee in CC.
Add the required ticket information using Macros.
Save the notification.

When a new ticket is created, the configured recipients receive the notification.

Notes / Tips

Set Notification Status to Enabled before expecting notifications.
Use Macros when ticket information needs to be inserted dynamically.
Use To for the main recipients of a notification.
Use CC when additional recipients should receive a visible copy.
Use BCC when recipients should not see other BCC email addresses.
Enter one email address per line when using Custom Email Addresses.
Additional ticket events may be available through add-ons. Check the relevant add-on documentation for details.

User registration OTP

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

Overview

User Registration OTP allows you to configure the email notification sent during user registration.
The email contains a one-time password (OTP) used to verify the user’s email address when using the Default registration form.
OTP verification helps confirm that the email address provided during registration is valid.

Where to Find

Go to Support → Email Notifications → User Registration OTP.

How It Works

When a user registers using the Default registration form, SupportCandy sends an email containing an OTP.
The user can use this OTP to authenticate the email address provided during registration.
You can customize the email Subject Field and Body Section using text and available Macros.

Step-by-Step Guide

Go to Support → Email Notifications → User Registration OTP.
Configure the Subject Field.
Customize the Body Section.
Add the required Macros to dynamically display user and OTP information.
Save the email template.

Options / Settings

Subject Field

Defines the subject line of the OTP email.
Use a clear subject so users can easily identify the registration verification email.

Body Section

Defines the content of the OTP email.
You can add a greeting, instructions, and the OTP using available Macros.

Using Macros (Placeholders)

Macros insert dynamic information into the email subject or body. The available Macros are displayed below the email body editor.
Common Macros 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.

Example

You can use the following Macros in the email body:

{{firstname}} to greet the user by first name.
{{otp}} to display the OTP.
{{email}} to display the registered email address.

For example, the email can greet the user by name and provide the OTP required for email verification.

Notes / Tips

User Registration OTP applies to the Default registration form.
Use {{otp}} to include the OTP in the email.
Use the available Macros to personalize the email content.
Keep the OTP email clear so users can easily find and use the verification code.

Guest login OTP

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

Overview

Guest Login OTP allows you to configure the email notification sent to users during guest login authentication.
The Guest Login OTP helps secure guest access by verifying the user’s email address with a one-time password (OTP).

Where to Find

Go to Support → Email Notifications → Guest Login OTP.

How It Works

When a guest user needs to authenticate their login, SupportCandy sends an email containing an OTP.
You can customize the email Subject Field and Body Section using available Macros.

Step-by-Step Guide

Go to Support → Email Notifications → Guest Login OTP.
Configure the Subject Field.
Customize the Body Section.
Add the required Macros to display dynamic user and OTP information.
Save the email template.

Options / Settings

Subject Field

Defines the subject line of the OTP email.
Use a clear subject that helps the user understand the purpose of the email.

Body Section

Defines the content of the OTP email. You can add instructions and dynamic user information using available Macros.

Using Macros (Placeholders)

Macros allow you to insert dynamic information into the email.
Common Macros include:

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

Example

You can use the following Macros in the email body:

{{name}} to display the guest user’s name.
{{otp}} to display the one-time password.
{{email}} to display the guest user’s email address.

Notes / Tips

Use {{otp}} to include the one-time password in the email.
Use the available Macros to personalize the guest login email.
Keep the OTP email clear so users can easily identify and use the verification code.

Macros

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

Overview

Macros are placeholders used to insert dynamic information into SupportCandy content.
They can be used in areas such as email notifications, print tickets, replies, and schedule tickets.
The available macros can be accessed from the Insert macro option below the text editor.

How It Works

When you insert a macro, SupportCandy replaces it with the corresponding ticket or user information.
For example, {{ticket_id}} inserts the ID of the current ticket, while {{customer_name}} inserts the name of the ticket creator.

List of available macros

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 some replies, excluding the last reply. The number of replies can be configured in Advanced Settings.
{{ticket_history_all}}	Prints all replies and the report (description) of the current ticket.
{{ticket_notes_history}}	Prints all notes of the current ticket.
{{ticket_history_all_with_notes}}	Prints all replies, notes, and the report (description) of the current ticket.
{{ticket_history_all_with_logs}}	Prints all replies, logs, and the report (description) of the current ticket.
{{ticket_history_all_with_notes_and_logs}}	Prints all replies, logs, notes, and the report (description) of the current ticket.
{{ticket_notes_history_with_logs}}	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}}	Agent name who created the ticket on behalf of the customer
{{ip_address}}	IP address of the ticket creator
{{source}}	Source of the ticket, such as Email Piping, Gravity Form, browser, schedule ticket, IMAP, Gmail, or Microsoft Exchange
{{browser}}	Browser used by the customer to create the 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}}	User type as a registered user or guest user
{{last_reply_on}}	Date on which the last reply was received in the ticket
{{last_reply_by}}	User who last replied to the ticket
{{usergroups}}	List of Usergroups of the current ticket creator
{{time_logs}}	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 the current ticket to get ratings from the user
{{satisfaction_survey_url}}	URL of the page where users can rate the support
{{rating}}	Rating received for the current ticket
{{sla_logs}}	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

Example

To include the ticket ID and customer name in an email template, add:

{{ticket_id}} {{customer_name}}

SupportCandy replaces these macros with the corresponding ticket information when the content is generated.

Notes / Tips

Use the Insert macro option to view and insert available macros.
Enter macros exactly as provided, including the {{ }} characters.
Macros can be used wherever SupportCandy provides macro support, such as email notifications, print tickets, replies, and schedule tickets.
The {{ticket_history}} macro uses the reply count configured in Advanced Settings.