How do email notifications work?
The helpdesk can automatically send emails to customers:
- After a ticket is created - confirmation of ticket receipt
- After a comment is added - when an agent replies to the ticket
Emails are sent from the mailbox assigned to the desk.
Step-by-step configuration
1. Make sure you have a configured mailbox
Go to Mail → Mailboxes and check if you have a mailbox with:
- Configured SMTP (own server or AWS SES)
- Correct sender email address
If you do not have a mailbox, create one first in the Mail module.
2. Assign the mailbox to the desk
Go to Helpdesk → Desks → Edit and select:
- Mailbox - choose a mailbox from the dropdown list
3. Configure email templates
In the desk settings, you can customize:
Email after ticket creation:
- Subject (e.g., “We have received your ticket: {{ticket_title}}”)
- Message content
Email after adding a comment:
- Subject (e.g., “New reply to ticket: {{ticket_title}}”)
- Message content
4. Set default behavior
- Send email by default after creation - checkbox
- Send email by default after comment - checkbox
These settings determine whether the “Send email” checkboxes will be checked by default when creating a ticket/comment.
Available variables in templates
| Variable | Description |
|---|---|
{{ticket_title}} |
Ticket title |
{{ticket_url}} |
Public link to the ticket - the client can view the ticket and add comments without logging in |
{{desk_name}} |
Desk name |
{{comment_content}} |
Comment content (only in the comment template) |
Public link to the ticket ({{ticket_url}})
The variable {{ticket_url}} generates a unique public link to the ticket. When the client clicks this link:
- They can see the full history of the ticket and comments
- They can add new comments/replies
- They do not need to log in or have an account in the system
- They do not need a widget on the page
The link contains a secure token and is only accessible to those who know it. This allows the client to easily respond to the email by clicking the link instead of replying to the email itself.
Sample template
Subject:
Ticket #{{ticket_title}} - new reply
Content:
Hello,
We have added a reply to your ticket.
You can check the status and respond at:
{{ticket_url}}
Best regards,
{{desk_name}}
When will the email NOT be sent?
- No mailbox assigned to the desk
- No client email address on the ticket
- Comment marked as “internal” (visible only to agents)
- “Send email” checkbox unchecked when creating a ticket/comment
Tips
- Use a dedicated mailbox for the helpdesk (e.g., pomoc@mojafirma.pl)
- The client can reply to the email - the reply will go to this mailbox
- Always use
{{ticket_url}}in the templates - it’s the easiest way for the client to respond