Email Inbox
Connect ticket form

Ticket Form - Connecting an email inbox

When the user creates a new ticket - or when an existing ticket is updated - it is useful to send the user an email notification to let them know.

We can do this by connecting an email inbox to the ticket form.

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In order for this to work, you must add the user's email address to the ticket form.
See how to add the user's email on:
→ The hosted ticket form
→ The embedded ticket form

Navigate to Ticket Forms and click the Connections tab.
Now click Connect Email Inbox.

Ticket Form Connections

There are 4 types of emails you can send.

On ticket created

This email is sent to the user when a new ticket is created.

On ticket status changed

This email is sent to the user when the status of the ticket is changed.

On ticket priority changed

This email is sent to the user when the priority of the ticket is changed.

On new comment

This email is sent to the user when a new comment is added to the ticket.

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This email is only sent if the comment is added by an agent.

Inline variables

You can use inline variables in the email template to personalize the email.
For example, you can use {{username}} to include the name of the user in the email, or {{hosted_ticket_url}} to include a link to the ticket.

Below is a list of all the inline variables you can use in the email template.

VariableDescriptionDefault value
{{ticket_id}}The ID of the ticket in the systemN/A
{{username}}The name of the user (if provided)user
{{content}}The original message the user left when creating the ticketuser
{{hosted_ticket_url}}A link to the ticket on the hosted ticket formN/A
{{hosted_ticket_form_url}}A link to the hosted ticket formN/A
{{priority}}The priority of the ticketN/A
{{status}}The status of the ticketN/A
{{agentname}}The name of the agent who left a commentN/A
{{comment}}The latest comment left by an agentN/A

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