Email notifications are an essential part of Smart Support. They keep both customers and agents updated whenever ticket activity occurs. You can fully customize subjects, recipients, and message templates.

Access it via:
WordPress Dashboard → Smart Support → Settings → Email

⚙️ General Configuration

• From Name: The sender’s display name in outgoing emails (e.g., Smart Support Team).
• From Email: The email address used to send notifications (use a valid domain email for better deliverability).
• Email Header & Footer: Add custom branding, logos, or disclaimers.

📩 Notification Templates

Smart Support provides ready-made templates for all common events. You can edit subject lines, recipients, and message bodies.

Here are the default templates:

1. New Ticket Notification

• • Sent to agents/admins when a new ticket is created.
  • Includes ticket ID, priority, and user details.

1. User Reply to Ticket

   • Sent to agents when a customer replies to an existing ticket.

2. Agent Reply to Ticket

   • Sent to customers when an agent replies to their ticket.

3. Ticket Assigned Notification

   • Sent to the assigned agent when a ticket is allocated to them.

4. Ticket Resolved Notification

   • Sent to customers when their ticket is marked as resolved.

5. Ticket Closed Notification

   • Sent to customers when a ticket is fully closed.

6. Internal Note Added

• • Sent to agents when another team member adds an internal note.
  • Customers never see internal notes.

Editing Templates

• Subject: Define the email subject line.

• Recipients:

• Admin → All admins get the email.
• Agent → Assigned agent receives the email.
• User → Customer who created the ticket.

• Message Body:

  • Fully customizable with placeholders.
  • Example placeholders:
    • {ticket_id} → Displays ticket number.
    • {ticket_subject} → Displays ticket title.
    • {ticket_url} → Direct link to the ticket.
    • {agent_name} / {user_name} → Inserts agent or customer name.

Best Practices

• Keep subjects short and clear (e.g., “Your Ticket #{ticket_id} Has Been Updated”).
• Use placeholders to personalize messages.
• Test your email settings by creating a dummy ticket.
• For professional branding, include your company logo in the header/footer.

Once you configure your templates, click Save Changes at the bottom of the page.

👉 Next step: How to Configure Departments & Agents