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
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