Email templates and notifications

Each notification moment has one editable template. Unpublish a template to silence that event without affecting others.

Nine events

ticket.created.customer: ticket opened, to requester
ticket.created.staff: ticket opened, to staff
ticket.reply.customer: staff reply, to requester
ticket.reply.staff: customer reply, to staff
ticket.status.customer: status change, to requester
ticket.assigned.staff: assignment, to new owner
ticket.reopened.staff: reopen, to staff
ticket.rated.staff: rating, to staff
portal.access.customer: passwordless My Tickets link, to requester

Template fields

Event (one template per event; New is hidden when all events exist)
Subject and body with placeholders
Format: HTML or plain text
Published switch

Common placeholders

{name}, {email}, {ticket_number}, {ticket_subject}, {ticket_url}, {staff_url}, {portal_url}, {message}, {signature}, and others listed on the template edit screen.

Global notification options (Configuration)

Notify customers and Notify staff master switches
HTML mail, auto reply on new tickets, from name and email
Global CC and BCC on every notification
Header colour, header content (text, logo, or both), header text, logo, and signature ({signature} in templates)
Attachment download links in email via {attachments} when enabled
Rating invite note for resolved/closed templates via {rating_invite}

Test send

Send test from the template editor uses sample ticket values including unsaved changes on screen.