Email Notifications

Helpdesk automatically sends email notifications for important ticket activities such as ticket creation, replies, and feedback requests. You can customize the content, subject, and behavior of these emails from the Email Notifications section in Settings.

Email templates support Jinja templating, allowing you to personalize messages using ticket information and other dynamic variables.

Open Email Notifications

1. Open Settings.
2. Select the Email Notifications tab.
3. Choose the notification type you want to customize.

Helpdesk currently supports four email notification types:

• Share Feedback
• Acknowledgement
• Reply From Contact
• Reply From Agent

Share Feedback

The Share Feedback email is sent after a ticket is marked as Resolved or Closed. It invites the customer to rate their support experience.

This notification is only sent for tickets created through Email. Tickets created through the Customer Portal already provide a built-in feedback flow.

Available Variables

The email body supports Jinja templates with the following variables:

• url — The feedback form URL.
• doc — The current HD Ticket document. All ticket fields are available.

Acknowledgement

The Acknowledgement email is sent immediately after a ticket is created from an incoming email. It confirms that the customer’s request has been received and successfully converted into a Helpdesk ticket.

Available Variables

• doc — The current HD Ticket document with all available fields.

Reply From Contact

This notification is sent to all assigned agents whenever a customer replies to a ticket. It keeps everyone assigned to the ticket informed about new customer responses.

The customizable email content is used only for tickets created through the Customer Portal.

Available Variables

• message — The customer’s reply.
• ticket_url — A link to the ticket.
• doc — The HD Ticket document.

Reply From Agent

The Reply From Agent email is sent to customers whenever an agent replies to a ticket. This ensures customers are notified whenever there is an update to their support request.

The customizable email content is used only for tickets created through the Customer Portal.

Available Variables

• message — The agent’s reply.
• ticket_url — A link to the ticket in the Customer Portal.
• doc — The HD Ticket document.

Using Jinja Templates

All notification templates support Jinja, allowing you to insert dynamic values directly into the email.

For example:

Hello {{ doc.contact_name }},

Your ticket {{ doc.name }} has been updated.

You can view it here:
{{ ticket_url }}

Using Jinja templates helps you create personalized emails without modifying Helpdesk’s source code.

Best Practices

• Keep email subjects clear and easy to recognize.
• Use Jinja variables to personalize emails with customer and ticket information.
• Include direct links to tickets whenever appropriate.
• Maintain consistent branding across all notification templates.
• Test your templates before using them in production to ensure variables render correctly.