Ticket Notifications

Ticket notifications means email notifications sent for ticket events such as create ticket, reply ticket, change status, etc. SupportCandy adds few notifications while installation but most probably you may need to change or add more notifications.

Below are details of all options available in notification setup:

Title

It is label to show in notification list for you to recognise this notification.

Type

It is nothing but an event for which you want to send email notifications.

Email Subject

As name suggest, it will be subject for email sent to recipient. You can use Macros for the ticket in subject such as {ticket_subject}, {ticket_id}, any custom field macro tag etc. so that it gets dynamically replaced which sending actual email.

Email Body

It will be body of email notification sent to recipient. You can use macros to replace dynamically while actually sending email notifications.

Recipients

These are users who will get emails for this notification. Below are some examples of recipients:

  1. Customer – Generally, it is user who raised a ticket.
  2. Assigned Agent – Agent(s) who are assigned to the ticket.
  3. Administrator – Agent Role users for this role.
  4. Agent – Agent Role users for this role.

Additional Recipients

Further if you want to set recipients, you can insert emails one per line in this setting.

Conditions

You may want to send email notifications only when some conditions matched. This is very powerful setting for you to set conditions which will only allow system to send this notification when matched.