Email Notifications
The Email Notification feature in Qiscus Helpdesk allows internal users to receive automated email updates for important ticket activities. This helps agents, supervisors, and admins stay informed about new tickets, assignments, and replies even when they are not actively using the Helpdesk dashboard.
When enabled, the system automatically sends email notifications to the relevant internal users based on configured triggers such as ticket creation, assignment, or replies.
A. Notification Types & Configuration
Email notifications can be managed from the Settings → Email Notifications page.
This page displays all available notification types that will be sent to internal Helpdesk users.
Only Admin and Owner have permission to manage these settings. Each notification type can be set to Active or Inactive according to the organization’s needs.
Admins and Owners can also customize the email subject and body content using placeholders such as {{ticket.title}}, {{ticket.description}}, and {{requester.name}} to tailor how the information appears in the email.
| Notification Type | Recipient | Trigger Event | Description |
|---|---|---|---|
| New Ticket Created | Owner, Admin | When a new ticket is created | Notifies that a new ticket has been added to Helpdesk. |
| Ticket Assigned to Division | Division Supervisors | When a ticket is assigned to a division | Notifies supervisors about tickets assigned to their division. |
| Ticket Assigned to Agent | Assigned Agent | When a ticket is directly assigned to an agent | Notifies the agent about their newly assigned ticket. |
| New Reply in Ticket Assigned to Me | Assigned Agent | When a customer replies to a ticket assigned to the agent | Notifies the agent that a new reply has been received. |
B. Notification Behavior
Once configured, email notifications will be automatically sent whenever their trigger events occur.
Each notification includes essential ticket details such as the title, requester name, summary, division, and a direct link to open the ticket in Helpdesk. The final appearance of each message depends on the customized template defined in the Email Notifications settings.
Internal users can reply directly to these notification emails. Their responses will automatically be added as Internal Notes in the related ticket, ensuring all communications stay centralized within the Helpdesk.
Example:
When a new ticket is created and assigned to the Technical Support division:
- The Admin and Owner receive an email about the new ticket creation.
- Supervisors in the division are notified of the assignment.
- The assigned Agent receives a notification about their new ticket.
- If the customer sends a reply, the agent gets another notification. If the agent replies to that email, their response appears as an internal note in the ticket.
C. Summary
The Email Notification feature helps ensure internal Helpdesk users never miss important ticket updates. With flexible configuration options, Admins and Owners can control which notification types are active and customize the email content to match their organization’s needs. Recipients are automatically determined based on their roles within the Helpdesk. Replies to these notifications are converted into internal notes, keeping all communication organized and traceable within the system.