Connect an Email Inbox to Your Ticket Form
When users submit or update support tickets, keeping them informed via email is essential. With our ticket form integration, your inbox can automatically send notifications based on ticket activity.
Connect an Email Inbox
- Navigate to Ticket Forms from the sidebar.
- Click the Connections tab.
- Select Connect Email Inbox.
- Choose which inbox you’d like to connect.
This inbox will now send automated email updates to customers when certain actions occur.
Types of Notification Emails
Here are the events that can trigger an email to the customer:
- Ticket Created: Sent when a user submits a new support ticket.
- Status Changed: Sent when the ticket’s status changes (e.g., from “Open” to “Resolved”).
- Priority Changed: Notifies the customer if the ticket’s urgency level changes.
- New Comment: Sent when an agent replies with a comment on the ticket.
Note: Comments must be added by agents to trigger this notification.
Personalize Emails with Inline Variables
Use inline variables in your email templates to personalize content dynamically.
| Variable | Description | Example Value |
|---|---|---|
{{ticket_id}} | Unique ID of the ticket | 23481 |
{{username}} | Name of the user | John Doe |
{{content}} | Original message content | “Need help resetting password” |
{{hosted_ticket_url}} | Link to view the ticket | https://app.domain.com/tickets/23481 |
{{hosted_ticket_form_url}} | Link to the form | https://app.domain.com/form |
{{priority}} | Ticket priority | High |
{{status}} | Ticket status | Resolved |
{{agentname}} | Responding agent’s name | Sarah M. |
{{comment}} | Latest agent comment | “Issue has been fixed.” |
You’re now ready to automate support communication and keep users in the loop!