Managing Tickets

One way of managing tickets is to set up email automations, that notify users when the status of a tickets changes. This Email Automation feature is a highly efficient tool that utilises email templates, that can be set to be sent based on certain parameters. Here are two cases when this feature can come in handy:

Email sending is triggered by status change: Supervisors can set up an email template that is automatically sent to customers when a ticket’s status changes from one to another (e.g. moves from “Waiting from third party” to “Successfully resolved”).

Email sending is triggered by a specific status: Similarly, supervisors can set up an email template that is automatically sent to customers in a predefined time if the ticket’s status (per ticket type) changes to a specific one (e.g. ‘Waiting for third party’). Such emails can be used as reminders for customers. Additionally, at the same time, the ticket can be closed by the system as well.

This feature can be set at project > Tickets > Automations.
Please note that our previous Ticket settings have been moved to Tickets > Fields with a new layout.