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Using Triggers to Send Custom Email Notifications
1 min read
Updated:
Aug 18, 2025
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
Depending on your needs, you can use Create Ticket Triggers, Update Ticket Triggers, or Time Triggers.
Within these triggers, the Send Email To User action allows you to send notification to specific users, such as the creator, requester, assigned agent, or CC’d recipients, whether they are contacts or agents.
Additionally, you can send email notifications to specific selected groups.
- Here, the email notification will be sent only to the selected users.
- 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.
- Attachments are not supported in trigger-based email notifications.
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
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