Email Messages

The Email Messages tab provides a central place for all the emails that will be generated with RSTickets!Pro. By default, 13 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.
    • {status} - the ticket's status
    • {priority} - the ticket's priority

  • 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}
    • {status} - the ticket's status
    • {priority} - the ticket's priority

  • 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}
    • {status} - the ticket's status
    • {priority} - the ticket's priority

  • 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. Can be triggered by auto-assignment or manual assignment, if the department has the option enabled.

    Available placeholders:

    • {code}
    • {customer_email}
    • {message}
    • {custom_fields}
    • {department_id}
    • {department_name}
    • {status} - the ticket's status
    • {priority} - the ticket's priority

  • This notification will be sent when the ticket department is changed

    Available placeholders:

    • {live_site}: your website's URL;
    • {ticket}: link to your ticket;
    • {customer_name}: the customer's name;
    • {customer_email}: the customer's email;
    • {customer_username}: the customer's username;
    • {subject}: the ticket subject;
    • {message}: the ticket message;
    • {code}: the ticket code;
    • {department_name}: the department name;
    • {department_id}: the department unique id;
    • {department_from}:
    • {department_to}:
    • {priority}: the ticket's priority;
    • {status}: the ticket's status;
    • {staff_name}: the name of the staff member;
    • {staff_email}: the email of the staff member;
    • {staff_username}: the username of the staff member;
    • {custom_fields}: the custom fields defined for the selected department.

  • Follow-up feedback email sent when a ticket is closed. To activate this email, access Configuration > Tickets, scroll down to the Customer Input area and click Yes to "Enable followup email".

    Available placeholders: same as above

  • 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}

  • This email will be sent after a predefined period of time after the ticket is closed

    Available placeholders:

    • {ticket}
    • {code}
    • {subject}
    • {yes}: returns a link for the user to click as a positive feedback
    • {no}: returns a link for the user to click as a negative feedback
    • {live_site}: your website's URL
    • {ticket}: link to your ticket
    • {customer_name}: the customer's name
    • {customer_email}: the customer's email
    • {customer_username}: the customer's username
    • {subject}: the ticket subject
    • {message}: the ticket message
    • {code}: the ticket code
    • {department_name}: the department name
    • {department_id}: the department unique id
    • {department_from}
    • {department_to}
    • {priority}: the ticket's priority
    • {status}: the ticket's status
    • {staff_name}: the name of the staff member
    • {staff_email}: the email of the staff member
    • {staff_username}: the username of the staff member
    • {custom_fields}: the custom fields defined for the selected department

  • This notification will be sent when the number of customer replies exceeds the setting in the Notice Configuration (and the ticket is unassigned)

    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}
    • {status} - the ticket's status
    • {priority} - the ticket's priority

  • This notification will be sent when a ticket contains any of the keywords in the Notice Configuration
    Using `staff` related placeholders within the 'Keywords Notification email' will only work if a staff member is actually assigned to that ticket when this notification gets sent.

    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 staff member.
    • {staff_username}: the username of the staff member.
    • {staff_email}: the email of the staff member.
    • {subject}: ticket subject.
    • {message}: ticket message.
    • {department_id}
    • {department_name}
    • {status} - the ticket's status
    • {priority} - the ticket's priority

  • This notification will be 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 staff.
    • {staff_username}: the username of the staff.
    • {staff_email}: the email of the staff.
    • {subject}: ticket subject.
    • {message}: ticket message.
    • {department_id}
    • {department_name}
    • {status} - the ticket's status
    • {priority} - the ticket's priority
  • This notification will be sent when the number of replies with no staff response exceeds the setting in the Notice Configuration (and the ticket is unassigned)
    • {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}
    • {status} - the ticket's status
    • {priority} - the ticket's priority
  • Email sent when a ticket has been rejected based on current settings

    Available placeholders:

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

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

RSTickets!Pro allows setting up emails for each language that you have installed on your Joomla! site, this is a key part when having a multilingual site.


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