Category / Section
Using Triggers to Send Custom Email Notifications Instead of Default Notifications
Published:
In this article, you will learn how to use ‘ticket automation’ to send personalized email notifications instead of the default notifications. By using triggers, you can customize both the content and recipients of the emails and send them based on the conditions specified in the triggers.
Setting up email notification triggers
You can use the Create Ticket Triggers, Update Ticket Triggers, or Time Triggers depending on your requirements.
When creating a rule, you can use the Send Email To User/Group action to send email notifications to users, which can be either contacts (end users) or agents.
Additionally, you can send email notifications to the agent groups(teams).
Note:
- Here, the email notification has been sent to the Assigned Agent and Requester of the tickets.
- You can choose the conditions for the trigger rule according to your requirements.
- You can also customize the email notification using the Insert Placeholders option. To learn more about the available placeholders, refer to this article.
Related Articles
- How to Send Ticket Reminder using Trigger
- Notifying Users about Ticket Creation During Holidays or Non-business Hours
- Sending Email Notifications for Unassigned Tickets
- How to Notify a Requester When a Ticket is Assigned to an Agent
- Notifying the User When the Status Changes to Open Without Posting a Response
- How to Notify an Agent when a New Ticket is Created
