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
• Sent to the emails added in the department notify section
• Sent to the customer when a new reply is added
• Sent to the staff member when a new reply is added
• 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.
• This email will be sent after a predefined period of time after the ticket is closed
• Email sent when a new user is created
• This notification will be sent when the ticket department is changed
• Notification email sent to the customer when his ticket goes into auto-close status
• This notification will be sent when the number of customer replies exceeds the setting in the Notice Configuration (and the ticket is unassigned)
• This notification will be sent when a ticket contains any of the keywords in the Notice Configuration
• 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)
• Email sent when a ticket has been rejected based on current settings

• 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

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• 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

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

  Available placeholders: Same as above

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• 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

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• 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.

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• Email sent when a new user is created

  Available placeholders:

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

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• 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}

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• This email will be sent after a predefined period of time after the 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:

  • {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

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• 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

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• 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

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• 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)

  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.
  • {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

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• 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.