Send automatic emails to customers

ZippTicket can email customers automatically when their ticket is created, solved or closed.

1. Add templates

1. Go to Settings → Email and open the Templates tab.
2. If the tab is empty, click Add default templates. This adds Ticket Confirmation, Ticket Solved and Ticket Closed emails.
3. Click the eye icon to preview a template and the pencil to edit it. Click Add Template to write your own.

2. Turn on auto-responses

1. Open the Auto-Responses tab.
2. Switch on each event you want customers emailed about: - Ticket Created: sent when a new ticket is created from an inbound email. - Ticket Solved: sent when a ticket is marked as solved. - Ticket Closed: sent when a ticket is closed.
3. Choose a template for each one.
4. Click Save Auto-Responses.

When an agent solves a ticket, they can tick Don't email the customer to skip the solved email for that ticket.