RSTickets!Pro - Email Messages

The Email Messages tab allows a central place for all the emails that will be generated with RSTickets!Pro. By default, 11 email types are generated:

• Sent to the customer when he submits a new ticket

  Available placeholders:

  • {live_site} - your website's URL;
  • {ticket} - link to your ticket;
  • {customer_name} - the customer's name;
  • {customer_username} - the customer's username;
  • {customer_email} - the customer's email;
  • {code} - the ticket code;
  • {subject} - the ticket subject;
  • {message} - the ticket message;
  • {custom_fields} - the custom fields defined for the selected department;
  • {department_id} - the department unique id;
  • {department_name} - the department name.

• Sent to the emails added in the department notify section

  Available placeholders:

  • {live_site} - your website's URL;
  • {ticket} - link to your ticket;
  • {customer_name} - the customer's name;
  • {customer_username} - the customer's username;
  • {customer_email} - the customer's email;
  • {code} - the ticket code;
  • {subject} - the ticket subject;
  • {message} - the ticket message;
  • {custom_fields} - the custom fields defined for the selected department;
  • {staff_name} - the staff's name;
  • {staff_username} - the staff's username;
  • {staff_email} - the staff's email;
  • {department_id}
  • {department_name}

• Sent to the customer when a new reply is added

  Available placeholders:

  • {live_site}
  • {ticket}
  • {customer_name}
  • {customer_username}
  • {customer_email}
  • {code}
  • {subject}
  • {message}
  • {staff_name}
  • {staff_username}
  • {staff_email}
  • {department_id}
  • {department_name}

• Sent to the staff member when a new reply is added

  Available placeholders: Same as above

• Sent to the staff member when a new ticket is submitted and gets auto-assigned to him

  Available placeholders:

  • {code}
  • {customer_email}
  • {message}
  • {custom_fields}
  • {department_id}
  • {department_name}

• Email sent when a new user is created

  Available placeholders:

  • {live_site}
  • {username}
  • {password}
  • {email}

• Notification email sent to the customer when his ticket goes into auto-close status

  Available placeholders:

  • {live_site}
  • {ticket}
  • {customer_name}
  • {customer_username}
  • {customer_email}
  • {staff_name}
  • {staff_username}
  • {staff_email}
  • {code}
  • {subject}
  • {inactive_interval}
  • {close_interval}

• Email sent when a ticket has been rejected based on current settings

  Available placeholders:

  • {subject}
  • {customer_name}
  • {department_id}
  • {department_name}

• Email sent when the number of replies with no staff response exceeds the setting in the Notice Configuration (and the ticket is assigned)

  Available placeholders:

  • {code}: the ticket unique code.
  • {ticket}: the ticket URL.
  • {replies}: the number of replies added without a staff member reply in between.
  • {customer_name}: the name of the customer.
  • {customer_username}: the username of the customer.
  • {customer_email}: the email of the customer.
  • {subject}: ticket subject.
  • {message}: ticket message.
  • {department_id}
  • {department_name}

• Email sent when a ticket contains any of the keywords in the Notice Configuration

  Available placeholders:

  • {code}: the ticket unique code.
  • {ticket}: the ticket URL.
  • {replies}: the number of replies added without a staff member reply in between.
  • {customer_name}: the name of the customer.
  • {customer_username}: the username of the customer.
  • {customer_email}: the email of the customer.
  • {staff_name}: the name of the customer.
  • {staff_username}: the username of the customer.
  • {staff_email}: the email of the customer.
  • {subject}: ticket subject.
  • {message}: ticket message.
  • {department_id}
  • {department_name}

• Email sent when the number of replies with no staff response exceeds the setting in the Notice Configuration (and the ticket is assigned)
  • {code}: the ticket unique code.
  • {ticket}: the ticket URL.
  • {replies}: the number of replies added without a staff member reply in between.
  • {customer_name}: the name of the customer.
  • {customer_username}: the username of the customer.
  • {customer_email}: the email of the customer.
  • {staff_name}: the name of the customer.
  • {staff_username}: the username of the customer.
  • {staff_email}: the email of the customer.
  • {subject}: ticket subject.
  • {message}: ticket message.
  • {department_id}
  • {department_name}

Clicking on a email, will open up a simple screen with a WYSIWYG editor for easy HTML message creation.