Acorn Aid

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Setting email notifications and content

Date Added: 6th Aug 14 16:49:01

Setting the sender address and content of email notifications

Email notifications are sent to the customer when a ticket is submitted, updated, paused or closed.

The sender address and name can be edited by following the guide below.

The content of these email notifications can be edited to include ticket information and any additional information you may want to add.

Editing email notifications

  1. Log into your admin e.g. http://www.yourdomain.com/acornaid/admin/
  2. Click on Menu
  3. Go to SettingsOutbound Email
  4. Tick Enable Outbound Email to turn on notifications
  5. Enter the email address your notifications will be sent from in Email Address
  6. Enter the email address customers will reply to in Reply to Email Address
    For tickets to be updated by email ensure this email address is included within your Inbound Email Accounts.
  7. Edit the subject and content of each email notification. Customer and ticket details can be included in the notifications by using codes below.
    For tickets to be updated by email you must include the the ticket number code in the subject of the email notification.
  8. Click Submit at the bottom to save.

 

Email notification codes

The codes below can be used to include customer and ticket details in the email notifications.

[TICKET_NO] - The ticket number

[TICKET_DATE_ADDED] - The date and time the ticket was added

[TICKET_DATE_UPDATED] - The date and time the ticket was updated

[TICKET_SUBJECT] - The ticket subject

[TICKET_ENQUIRY] - The original ticket enquiry

[TICKET_USER] - The name of the user

[TICKET_UPDATE] - REQUIRED! The update to be emailed

[TICKET_CATEGORY] - The group assigned

[TICKET_PRIORITY] - The priority assigned

[TICKET_SLAR] - The date and time expected to reply within. Set in SLAs

[TICKET_SLAF] - The date and time expected to fix within. Set in SLAs


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