{"id":9267,"date":"2025-01-15T12:24:25","date_gmt":"2025-01-15T12:24:25","guid":{"rendered":"http:\/\/getglow.io\/?post_type=wiki&p=9267"},"modified":"2025-04-29T15:06:04","modified_gmt":"2025-04-29T14:06:04","slug":"understanding-support-ticket-email-notifications","status":"publish","type":"wiki","link":"https:\/\/getglow.io\/wiki\/understanding-support-ticket-email-notifications\/","title":{"rendered":"Understanding support ticket email notifications"},"content":{"rendered":"\n
There are 6 different email notifications that can be sent to your client, based on the following trigger actions in the ticket system:<\/p>\n\n\n\n
\n
When your client raises a ticket<\/li>\n\n\n\n
When your client replies to a ticket<\/li>\n\n\n\n
When you reply to a ticket (that was raised from email)<\/li>\n\n\n\n
When you reply to a ticket (that was raised from the dashboard)<\/li>\n\n\n\n
When you close a ticket<\/li>\n\n\n\n
When you raise a ticket to your client<\/li>\n<\/ol>\n\n\n\n
Log in to your account and head over to Settings<\/code> > Features<\/code> and then select Support tickets<\/code> from the dropdown menu.<\/p>\n\n\n\n
You’ll now see the above 6 emails, each contained within their own accordion.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Turning emails on\/off<\/h2>\n\n\n\n
Firstly, you’ll see a checkbox to the left side of the accordion for each email. By default, this checkbox will be selected for all 6 emails. This means all emails are currently turned on and will be sent when the triggers are hit.<\/p>\n\n\n\n
To turn an email off (ie. so your client no longer receives it), simply deselect the checkbox and click the Save<\/code> button at the bottom.<\/p>\n\n\n\n
Customising emails<\/h2>\n\n\n\n
You’re able to customise the content of all 6 emails. To do this, simply expand the accordion of the email you want to customise and you’ll see a few things:<\/p>\n\n\n\n
\n
Subject<\/strong> – This is the subject of the email that your client will receive<\/li>\n\n\n\n
Email body text<\/strong> – This is the body of the email that your client will receive. You can add rich text, links and images\/screenshots here<\/li>\n\n\n\n
Show placeholders<\/strong> – Click this to reveal various placeholders (dynamic content) that you can add to the Subject and Email body text<\/li>\n<\/ul>\n\n\n\n
Note:<\/strong> You may need to play around with line breaks and spacing in the Email body text<\/strong> to get it looking exactly how you want it to in the email on the frontend.<\/p>\n\n\n\n
Your company logo<\/h2>\n\n\n\n
You may wish to display your company logo in emails to clients. By default, you’ll see the [your company logo]<\/code> placeholder at the top of the Email body text<\/code> section in all emails.<\/p>\n\n\n\n
Be aware that this pulls directly from the logo you upload in Settings<\/code> > White Label<\/code> > Branding<\/code>. If you want to change it, simply remove the [your company logo]<\/code> placeholder from the Email body text<\/code> section and use the attachment tool to drop in a different logo image file.<\/p>\n","protected":false},"excerpt":{"rendered":"
There are 6 different email notifications that can be sent to your client, based on the following trigger actions in the ticket system: Log in to your account and head over to Settings > Features and then select Support tickets from the dropdown menu. You’ll now see the above 6 emails, each contained within their […]<\/p>\n","protected":false},"author":3,"featured_media":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"wiki-sections":[90],"class_list":["post-9267","wiki","type-wiki","status-publish","hentry","wiki-sections-support-tickets"],"acf":[],"yoast_head":"\n
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<\/figure>\n\n\n\n