For many actions during work with a request, the system can send notifications to users by e-mail. For example, when creating a new request, the system can send a letter to the client that his/her request has been successfully registered in the support service. Or to notify employees by e-mail that their department has received a new request.

In the “Notifications” menu you can enable and disable all available email templates, as well as change their content by editing html code:

When editing templates, you can use tags - keywords that contain specific content. For example, the tag “Ticket name” {ticket_name} - is responsible for the subject (title) of the request:

Thus, when this tag is used in a notification template, it will be automatically transformed into a text with the name of the request (at the moment of sending the notification).

By default, in notification templates the tags [#{unique_id}] and {ticket_name} - with the request number and its subject - are embedded in the subject of the email. This is done to ensure that the next responses (from the email) from the client come within the same request, rather than creating new ones. The point is that e-mails in the system are “grouped” by the unique id in the subject of the e-mail. When the operator replies from the system, the client has the request number in the subject line, and when the client replies to this email, the number in the subject line remains, and the system realizes that it should be “pulled” into a specific request, not create a new one. If there is no [#{unique_id}] tag in the subject line of an e-mail from a client, then the system will create a new request.  

If you want to change the subject, then be sure to leave the [#{unique_id}] tag in it, and then use any text you like.

• Letter template - Request creation: sent to the client if the request is created in the system and the “first response from the client” checkbox is disabled. 

• Letter template - Request creation from end user' name: a notification is sent to the customer when a request is created via email, and when the “first response from customer” checkbox is enabled;

• Email Template - New reply: sent to the customer the moment the employee has left a response to the request;

• Letter Template - New reply for the owner (executor) of the request: duplication of the request response to the employee - executor of the request;

• Letter template - Mention of the user in the request: sent when a user is mentioned via @ (mention function) in an application; 

• Letter Template - New Comment: sent when a comment is submitted and the cc/bcc fields are filled in. 

More details: the functionality can be used to send letters from an application. It works very simply: in the comment field click on the “cc/bcc” button, specify the addresses for sending the letter and don't forget to tick the “send letter” checkbox - after sending the comment, all recipients will receive a letter to their mail. And you can specify addressees even those whose contacts are not in the system yet. In this case the e-mail will be sent anyway, and the contact will be created automatically.

The user's reply to your e-mail will be included in the same request as a comment, so it will be displayed only to employees.

• Letter template - Request closure: sent to the customer at the time of closing the order;

• Letter template - Notification for user about request assignment: is sent to the employee in case he/she is appointed as the executor of the request;

• Letter template - Notifications for department agents about new requests: sent to all employees of the relevant department in case of a new request;

Please note: in each individual department, you must additionally enable this setting:

• Letter template - Request customer satisfaction rating: is sent to the client when sending a request to evaluate an application. For this purpose, the satisfaction evaluation in the “Customer satisfaction” menu must be enabled:

• Letter template - Freeze request: is sent to the executor in case the request is frozen;

• Letter template - Unfreeze request: is sent to the executor in case of unfrozen request;

• Letter template - User registration: is sent to the client at the moment of registration on the support portal (manually);

• Letter template - Automatic user registration: is sent to the client in case of automatic registration (the client left a request for the first time using e-mail, chat or feedback form), as well as when a user is created in the system by an employee (manually);

• Letter template - Password reset: sending a notification to your e-mail to reset your password;